Issue with the call flow . when will it back to the "Queued"

[kelvinteh15]

Hi ,

Good Day.

Need some help on the Script . I am trying to understand one of our customer script and confuse on the Branch connection in the Scripts .

Attached are the print screen of the script .  Let said there is 1 agent and engage on the phone . The next call coming in should go to the label "Queued" and user will listen to the MOH before a prompt to leave VM .  If the caller did not press any button , it should goes to the "timeout" or "unsuccessful" and Goto "Queue Loop" . But I could not see any agent selection start from the "Queue Loop" . How will the call route to the agent as the selection of the agent only occur at "Queued" ?  

Thanks.

Best regards,

kelvin

[david.macias · Accepted solution]

Notice that your Select CSQ step has 2 outputs "selected" and "queued". The call is queued if it goes into the second branch and when an agent becomes available it will be pulled out of queued and placed in selected. Does that make sense?

david

[kelvinteh15]

Thanks.

Could I ask another question . In case the agent still not available . Will it be continue in the loop and listen to the MOH when the "Call Hold" for 60sec . Then it will hear the Prompt "P_LeaveVM" and the Call Hold again . Will the user able to hear the MOH again ? I see there is a silence prompt in the "Get Digit String" . The initial timeout  are 0  (refer to Doc2.docx) . Would this mean it will just wait for the silence prompt finish before it go back to the "Queue Loop" ?

Best regard,

kelvin

[david.macias]

Ok, so I'm glad you brought that up. You actually have a problem with your script in that exact area. You need to move your label "Queue Loop" before the Call Hold step. This will then behave as you've described above.

david

[kelvinteh15]

Hi David ,

Thanks.

Actually I am looking for the following behaviour until Agent free . The reason is when the customer hear the silence for 1 minute , they may think that the call has been drop and they just drop it .

*****

MOH for 1 minute
A recording advising that you can leave a voicemail (User did not press any Key)
Silence for approx. 10 second
MOH for 1 minute
A recording advising that you can leave a voicemail (User did not press any Key)
Silence for approx. 10 second

*****

From your suggestion . I need to move the Queue Loop label to be above Call Hold (above delay 60sec) . If I configure the initial timeout to 10 . Will the silence stop at 10 second ?

Best regards,

kelvin