I am currently working on a call script for call center. What I am try to accomplish an If condition where if no agents logged into a sub-queue, then the caller is placed into the main call queue. I don't know why when I run the debug, it hits this step and jumps, effectively never evaluating the condition. Any thoughts as to what could be wrong?
You don't know the value of CSQ1. If you do a step debug, do you see CSQ1 value set? It's probably not jumping the step, it's just evaluating to false.
CSQ1 is variable and dependent if any of those agents with specialty skill are logged in. If there are none logged in for that specialty queue, desired outcome that it would be captured by the main call queue agents. Instead its being routed to the voicemail, as if there are no agents at all logged in from the entire department.
Thanks for the input. Unfortunately it produced same result. When the call reaches the step in question, with no agents logged into the Sub-Queue, instead of sending to the Main Queue it is being sent to the extension's mailbox.
Wait, which mailbox is it going to? I wonder if it's actually going down the "Select Agent" path, but it's going to VM because the agent that is selected has an issue with their phone where calls go to VM.
There is a mailbox associated with the extension. The call is being sent to the mailbox even though the main call queue still has agents logged in, which is an undesirable outcome.
Just a little more background on this. This was an existing script for one of our departments, which was rather basic. They asked if possible to modify it into a phone tree type setup where the caller can choose from several options depending on what they are looking for and would get directed to the respective assigned agent. So I have most of it working except for this minor point.
I am completely confused on what is going on. The extension has a VM, so are you not using RONA? The call shouldn't go to VM unless you send it directly to it or you are not RONAing the call back to the script. So, to me that's the first issue you need to address.
