switches

Answered Question
Apr 15th, 2008
User Badges:

Hi,

could you please throw some light on the following doubts.

What does a switch do?

Can two different call types point to a single script?

If yes, then can we check in a script that which call type initiated this script

Regards

Arpit



Correct Answer by lpezj about 9 years 2 months ago

Arpit,


Though you can use another nodes or programming diferent scripts, for example, you can use the switch node to have two conditions: normal call center behaviour (you have your normal call distribution rules for agents) and a unnormal situation, for xample, agents are on strike and you have planned a different strategy for that case.


In a normal basis, your active switch branch on the node will point to the normal call distrubution. If the agents goes on strike, you can quickly edit the script and switch (change to active) the 'On strike' branch.


Hope this helps,


Juan Luis

(Don't forget to rate helpful posts ;-))

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
Loading.
lpezj Tue, 04/15/2008 - 03:17
User Badges:
  • Gold, 750 points or more

Arpit,


Two different CallTypes can point to the same script. You can, for example, use a a DialedNumber node to check what DN has launched the script to do a different call process.


The switch node allows you to have several output connections, but only one active. If you would like to change the active connection you would have to edit the script, change it and save it.


Hope this helps,


Juan Luis

arpitnarula Tue, 04/15/2008 - 03:22
User Badges:

Hi lpezj,

Thanks. But i am confused regarding switch. Can you give a practical example for this.

Regards

Arpit


Correct Answer
lpezj Tue, 04/15/2008 - 03:47
User Badges:
  • Gold, 750 points or more

Arpit,


Though you can use another nodes or programming diferent scripts, for example, you can use the switch node to have two conditions: normal call center behaviour (you have your normal call distribution rules for agents) and a unnormal situation, for xample, agents are on strike and you have planned a different strategy for that case.


In a normal basis, your active switch branch on the node will point to the normal call distrubution. If the agents goes on strike, you can quickly edit the script and switch (change to active) the 'On strike' branch.


Hope this helps,


Juan Luis

(Don't forget to rate helpful posts ;-))

geoff@hp.com Tue, 04/15/2008 - 10:04
User Badges:
  • Red, 2250 points or more

I think it's pretty "old school". You can do the same with Admin Scripts and checking variables in your Routing Script to behave in a certain way or a different way.


It's easier and less daunting for novice administrators to open up an Admin Script with just one node (in say Quick Edit) and change the value from 0 to 1 - and have this affect a range of routing scripts.


I'm unconvinced. ;-)


Regards,

Geoff


Actions

This Discussion