Brand new to scripting here and my office has a request to change our existing script for one of our groups and add the pre-recorded message "all agents are currently busy" and have it play every 2 minutes after the initial one.
Any thoughts and suggestions are welcome!
I already have the script I want edited open. Im trying to figure out how to add a pre-recorded greeting to my existing script to play every 2 minutes while someone is waiting for an agent.
Ok, excellent. So now, in the script editor, you need to locate the Select Resource step, this is the step which adds the caller to the Queue. If the caller does in fact need to wait for an Agent, then the code inside of the Queued branch of this step will be followed.
It might look something like this:
Select Resource from CSQ
Play Prompt (Queue Message)
Place Call Hold
Delay 120 sec
Place Call Unhold
And if it doesn't look quite like that, that is ok, but that's pretty basic and represents the logic you're going to need to play a prompt every 2 minutes.
Can you confirm that you can locate that area of your script? And hopefully, you only have one in there, as some people will place more than one in a single script, making long term administration harder. Let's hope that's not your case. Feel free to upload the entire script here too, or to screenshot the section.
Hi Anthony, I think he's referring to PCCE, not UCCX, at least based on the initial post.
If that's the case, probably would need to know how your ICM script looks, what you're using to play the hold message (Call Studio vs. Microapp) compared to this new prompt you're going to play, etc.