Rona Script Options

Unanswered Question
Oct 17th, 2007

In my callcenter when an agent works with a caller and they give that caller their direct acd ext and the corporate operators phone number to call them back.

When the corp operator receives a call she transfers that caller to the agents acd ext.

If for some reason that agent does not answer the call goes to the rona script.

Becasue the call did not come from another script and does not have PV6 it falls through all the if statement in the global rona script and fails releaseing the caller.

The only way I thought to do this is put all the agents in that group in an if statement at the beggining of the Rona script. If the script sees a call coming from an ext in the if statement it would set the appropriate PV6 and exit the global rona script and go back to the appropriate queue script.

It this the best way to do this or is there another way?

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 4 (1 ratings)
Loading.
Anonymous (not verified) Tue, 10/23/2007 - 14:49

Check the agent desk setting and the dialed number for the RONA It could be due to a Wrong dialed number for RONA

Del H Tue, 10/23/2007 - 15:44

Agent desktop settings are correct. The ring no answer dialed number IS set to the Rona script. The issue here is once the call goes to the rona script it CAN NOT detect the PV varible Rona passes it out the failure at the bottom of the script.

The reason the rona script does not detect the PV variable is because the call DID NOT reach the agent from a script but was transfered to the agents DID.

The PV variable gets set in the main script that is scheduled.

lpezj Wed, 10/24/2007 - 02:20

Hi,

Are you setting the RONA PV after or before sending the call to the agent?

You would need to set up the RONA PV variable before send the call to an agent, before the 'Queue to Skill Group' node.

Hope this helps,

Juan Luis

Del H Wed, 10/24/2007 - 05:05

Yes, PV is set on the main scheduled script before it is offered to a skill grp or the queue script.

If the corp operator forwards a call to the agents ACD line direclty the rona script will never know about the PV variable. The rona script will not know the PV variable because the call never went to the script to be assigned the variable.

So what would be the best way to assign the PV variable if calls are going direclty to an agents ACD line and NOT through the main scheduled script were it would normally be assigned?

Normal call flow-- Scheduled script -- PV variable -- call to Skill or queue script -- agent misses call -- because it has PV from scheduled script rona then know which if statement it matchs and sends call back to proper queue script.

**Call Flow in Question** -- Agents ACD line -- agent misses call - call goes to rona -- Rona does not get passed PV so fails all if statements and sends call out failure node.

jpsweeney77 Thu, 11/01/2007 - 13:47

You could create a transfer Route Point that goes to a script that simply prompts for the agents extension. You could then set the PV prior to sending the label. In the RONA script you could then filter on the PV and either drop to a queue or force to the agents vm box if one exists.

Actions

This Discussion