Solved: Script Question

scooter817 · ‎10-02-2018

Hi Everyone

The helpdesk manager came to me this morning and asked is this possible. He wants to know if I could modify the script that the helpdesk is currently using to forward calls off the network after so many minutes. For example a user calls the helpdesk and at that point they are in the helpdesk queue. So he wants if the agents are busy that after 2 minutes can the . user be transferred to another number internally that I'll have setup to forward off net. So he wants like a timer in the script that will count down as soon as the user calls. Thanks in advance for the help and I look forward to your answers and have a great day.

Eric

Sean Lynch · ‎10-02-2018

You can use a "Get Reporting Statistic" in your queue loop to report the current wait time of the contact.

...then evaluate the Result Statistic when it loops through your steps. When it exceeds your threshold, do a call redirect to wherever. (Don't forget to dequeue the contact first...).

Also, this won't work as a "Trigger" to initiate the call redirect or other action at a precise time. It will only work as a reactive measure to your evaluation.

-Sean

View solution in original post

Sean Lynch · ‎10-02-2018

You can use a "Get Reporting Statistic" in your queue loop to report the current wait time of the contact.

...then evaluate the Result Statistic when it loops through your steps. When it exceeds your threshold, do a call redirect to wherever. (Don't forget to dequeue the contact first...).

Also, this won't work as a "Trigger" to initiate the call redirect or other action at a precise time. It will only work as a reactive measure to your evaluation.

-Sean