Script Review - URGENT - Callback Queueing - scripts attached

Unanswered Question
Jan 13th, 2009

Hello. Attached are 2 scripts. The main IVR script and a Callback Queue script.

The main script will determine if callback option is offered to the caller. This is referred to as VIRTUALHOLD. It will prompt the caller for callbacknumber, then it will put a call into the CSQ to hold the caller's place in line.

Next, the Callback Queuing script will, once the callback is at the top fo the queue, loop for an available agent. Once an agent is READY, my objective is for the agent to be prompted to initate the callback, once the call is answered the remote person will be prompted to accept call. If accepted, the call will commence.

I don't know if this is the best way to handle. I have passed session info between the scripts but this may be causing trouble with the way I have it written. Any assistance would be appreciated.

NOTE: when I answer a call as an agent once putting agent in READY state, I either hear fast busy or system message.

I have also attached an IVR log.



I have this problem too.
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