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Old 02-18-2015, 08:14 PM
huaya huaya is offline
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Default Scripting AACC 6.2: Priorities

Hello, everybody:
Please I need some tips.
We have 22 skillsets, every skillset have the following script:

/* HD_HwSwTel_Prima */

IF OUT OF SERVICE HD_HwSwTel_Prima_Sk THEN
ROUTE CALL 30921
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 1
ELSE QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 2
END IF
END IF

WAIT 2

SECTION WaitLoop
IF NOT QUEUED THEN
IF OUT OF SERVICE HD_HwSwTel_Prima_Sk THEN
ROUTE CALL 30921
END IF
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 1
ELSE QUEUE TO SKILLSET HD_HwSwTel_Prima_Sk WITH PRIORITY 2
END IF
WAIT 10
GIVE RAN 50
GIVE RINGBACK
END IF


EXECUTE WaitLoop

Call Center works fine, but now we need that 7 skillsets have priority over the others.
I thought leave the 7 skillsets like the script above and the others like this.

/* HD_HwSwTel_OTHERS */

IF OUT OF SERVICE HD_HwSwTel_others_Sk THEN
ROUTE CALL 30921
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_others_Sk
ELSE QUEUE TO SKILLSET HD_HwSwTel_others_Sk
END IF
END IF

WAIT 2

SECTION WaitLoop
IF NOT QUEUED THEN
IF OUT OF SERVICE HD_HwSwTel_others_Sk THEN
ROUTE CALL 30921
END IF
ELSE
IF (CLID = Lista_VIP)
THEN QUEUE TO SKILLSET HD_HwSwTel_others_Sk
ELSE QUEUE TO SKILLSET HD_HwSwTel_others_Sk
END IF
WAIT 10
GIVE RAN 50
GIVE RINGBACK
END IF


EXECUTE WaitLoop


Any help please.

Thanks in advance
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  #2  
Old 02-27-2015, 05:26 AM
lbhardwaj lbhardwaj is offline
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Default

For Scripts we have prority from 1-6 being 1 as hightest & 6 is lowest which is default in case you don't write the prority for skillset in script .

So your way to address is fine you can manage the call queuing in Skillset .
Also to get the call routing you can map the skillset priority to Agent between 1-48 .

you can refer Orchestration Designer guide & Client Administration guide.

Thank you .
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