Hello, I have 3 skill groups I would like to route calls to based on calls in queue.  Credit.General Credit.Specialist Credit.TeamLead I would like all calls to queue for Credit.General by default and only consider the other 2 skill groups if there are 3 or more calls in queue.  These are the consider if statements I have in lines 1, 2, and 3 of the queue to skill group node 1             SkillGroup.Credit.General.SG.LoggedOn>0 2             SkillGroup.Credit.Specialist.SG.LoggedOn>0&&SkillGroup.Credit.General.SG.CallsQueuedNow>3 3             SkillGroup.Credit.TeamLead.SG.LoggedOn>0&&SkillGroup.Credit.TeamLead.SG.CallsQueuedNow>3 Please let me know where I went wrong ... View more

Hello, I am working on an IVR script for CCE that plays a different prompt each time through without creating multiple scripts.  There are some lengthy hold times for the callers and would like to play some helpful tips while they wait. Here is the how I would like it to work, I am open to suggestions for a better process. call queues up> no agents available> run external script> external scripts plays tip number 1> returns to ICM to see if agents are logged on and call has not been in queue for longer than 900 seconds> assuming agents are logged on and not queued for 900 seconds return to same external script and play tip 2> return to ICM and repeat playing a new tip each time until an agent is available. I'm thinking I could do this with many set variable steps, but would like something a bit more clean.  Any thoughts or suggestions are welcome. Or would I just put all the "tip" prompts in the same VRU script with a chink of music in between each one.  ICM should be able to interrupt if an agent comes available correct? ... View more