2009 July 7-problem Public
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Symposium problem Description Supervisor screen
Reported incident When call waiting in queue supervisor David try to login with his phone and he should receive call.
Technical description 1. 2. 3. 4.
Call comes into queue 10:52:29 Call comes out of queue 10:53:14 Call is in queue for 41 seconds But call should be held in queue for 900 seconds(15 minutes)
Information IVR Script /* TRR script */ IF OUT OF SERVICE TRR_GEN_GER_PAP THEN EXECUTE TRR_Overflow END IF QUEUE TO SKILLSET TRR_GEN_GER_PAP with priority TRR WAIT 2 GIVE MUSIC TRR_music WAIT 900 REMOVE FROM SKILLSET TRR_GEN_GER_PAP disconnect SECTION TRR_Overflow IF OUT OF SERVICE TRR_GEN_ENG_PAP THEN DISCONNECT END IF QUEUE TO SKILLSET TRR_GEN_ENG_PAP WITH PRIORITY TRR WAIT 900 DISCONNECT /* End of Script */
Call by Call report
Agent login report
Documentation WAIT Use the WAIT command to suspend a script for a period before executing the next script command. Nortel recommends that you run a WAIT command of at least 2 seconds after queuing a call to a skillset or to an agent. The 2-second pause provides time for the call to be answered by the agent before the command is executed. You enter the WAIT time in seconds format. If you enter a WAIT time of 0, the system resets the value to 2 seconds. Zero is the only value that receives special handling. The system uses timers when processing calls in a WAIT state. Therefore, the WAIT time is accurate to +/– 1 second. For example, if you specify a WAIT time of 5 seconds, the WAIT time can be anywhere between 4 and 6 seconds.
Script syntax WAIT
Reference in documentation 297-2183-930_8.08_Administration_Scripting_Guide, p208
Skillset go out of service under the following conditions: • •
automatically, when all agents log off manually, when a supervisor or an administrator changes the Out Of Service Mode in the Skillsets window of the Configuration component
Reference in documentation Symposium_Supervisor_Guide, p49
Reported incident When call waiting in queue supervisor David try to login with his phone and he should receive call.
Technical description 1. 2. 3. 4.
Call comes into queue 10:52:29 Call comes out of queue 10:53:14 Call is in queue for 41 seconds But call should be held in queue for 900 seconds(15 minutes)
Information IVR Script /* TRR script */ IF OUT OF SERVICE TRR_GEN_GER_PAP THEN EXECUTE TRR_Overflow END IF QUEUE TO SKILLSET TRR_GEN_GER_PAP with priority TRR WAIT 2 GIVE MUSIC TRR_music WAIT 900 REMOVE FROM SKILLSET TRR_GEN_GER_PAP disconnect SECTION TRR_Overflow IF OUT OF SERVICE TRR_GEN_ENG_PAP THEN DISCONNECT END IF QUEUE TO SKILLSET TRR_GEN_ENG_PAP WITH PRIORITY TRR WAIT 900 DISCONNECT /* End of Script */
Call by Call report
Agent login report
Documentation WAIT Use the WAIT command to suspend a script for a period before executing the next script command. Nortel recommends that you run a WAIT command of at least 2 seconds after queuing a call to a skillset or to an agent. The 2-second pause provides time for the call to be answered by the agent before the command is executed. You enter the WAIT time in seconds format. If you enter a WAIT time of 0, the system resets the value to 2 seconds. Zero is the only value that receives special handling. The system uses timers when processing calls in a WAIT state. Therefore, the WAIT time is accurate to +/– 1 second. For example, if you specify a WAIT time of 5 seconds, the WAIT time can be anywhere between 4 and 6 seconds.
Script syntax WAIT
Reference in documentation 297-2183-930_8.08_Administration_Scripting_Guide, p208
Skillset go out of service under the following conditions: • •
automatically, when all agents log off manually, when a supervisor or an administrator changes the Out Of Service Mode in the Skillsets window of the Configuration component
Reference in documentation Symposium_Supervisor_Guide, p49
