Route to voicmail if no agents are logged in

[Will Phinney]

Hello everyone,

I'm creating a script for a small call center and was hoping someone could point me in the right directions. All I want to do is if there are no callers logged into the queue I want the call routed to a voicemail box. I'm stuck on the part where it checks the reporting statistic. I see alot of references to (agentsloggedin==0)

        True--->send to queue

        False---> send to voicmail.

My issue is on the script where do I set the (agentsloggedin==0). Is that a paremeter? Boolean? Thanks in advance for any tips/help! I'm not able to set any number parameters inside the 'If' statement.

Thanks!

[djlundberg]

Hi Will-

"agentsloggedin" would be set as a type int.  Your If statement condition will be "agentsloggedin==0" (without quotes) and the True branch would be your voicemail routing and the False branch will have your queue logic.

DJ

[Will Phinney]

DJ,

Thanks for the reply!  Am I able to send the redirect based upon the following attachment?

[djlundberg]

Will-

It looks like your 'Get Reporting Statistic' is using a different variable (intRetries) than your If Statement (AgentsLoggedIn).  Once that gets corrected it looks like you should be good to go.

DJ

[Will Phinney]

I see what you're saying! Thanks for pointing me on the right track. Do the variables need to be set as a paremeter? Should I set 'AgentsLoggedIn' as a parameter? Thanks again!

[djlundberg]

You're welcome.  Nope.  Setting a variable as a parameter will make it display in the application page and allow you to modify the value from there.  I wouldn't do that in this instance.  

An example of where you might set a variable as a parameter would be a 'forced closed' or 'forced open' variable.  That way you could just update the application rather than making modifications to the actual script.

DJ

[Will Phinney]

So, should the result statistics on the 'Get Reporting Statistic' be set to 'agentsloggedin'?

[djlundberg · Accepted solution]

Yep.  See attached image.

[Will Phinney]

DJ,

What am I doing wrong?! Thanks again for all the help! Now it just routes to the hold message......

[djlundberg]

Can you upload the whole script so I can take a look?  i don't see anything that jumps out at me as incorrect in the screen shot.

DJ

[Will Phinney]

Thanks again, really.

[djlundberg]

Ah Ha!  I think I found the issue.  What is the exact name of the BIDO Sales  queue?  

I see you are looking at strBIDO_Support for your if statement which has a hyphen, but strBIDOsales uses an underscore: 

strBIDO_Support	String	"BIDO-Sales"	Parameter
strBIDOsales	String	"BIDO_Sales"	Parameter

DJ

[Will Phinney]

I thought that was it! However, still getting the hold message looping after changing to "BIDO_Sales"....

[djlundberg · Accepted solution]

Do you have agents that are currently logged in to that CSQ?  If you do a reactive debug what value do you see for the Get Reporting Statistics step in the AgentsLoggedIn variable?

DJ

[Will Phinney]

I do not have people logged into the CSQ. I was hoping to set the get reporting stat then once it verifies nobody is logged in it routes to voicemail. Is there a way to see the Get Reporting Stat live? As to see what agents are logged in? I realize I'm all over the map :/ sorry.... Really appreciate all your efforts.