[cisco-voip] CRA 3.5 Script

[Cauthen, John A.]

I am needing to make changes on the way our Help Desk script queues
calls.  We have an onsite Help Desk but we are about to add a offsite
Help Desk for overflow.  The way we would like for this to be setup is
to connect to onsite agents when they are logged in/available first, but
forward to the offsite agents when no onsite agents are logged in or are
not available.  Unfortunately, the script I wrote doesn't work
correctly.  

 

>From 7 AM to 8 AM HD calls should connect to onsite agents or roll to
the queue.  If no agent is logged in the call should be redirected to
OnCallSupport.

>From 8 AM to 6 PM HD calls should connect to onsite agents if
available/logged in if not goto offsite redirect.

>From 6 PM to 9 PM HD calls should be redirected to OnCallSupport if no
agents are logged in.

The Rest should go to After Hours.

 

The problems I am see with the script:

 

>From 7 AM to 8 PM the calls are redirecting to offsite HD instead on
OnCallSupport when there are no agents logged in.

>From 8 AM to 6 PM the calls are not redirecting to offsite HD when
agents are not available or logged in...goes to queue loop.

 

I haven't tested the 6 PM to 9 PM to see if the calls get redirect
correctly.

 

I am a beginner in the area of creating scripts so, if anyone can help
me or point me in the right direction I would appreciate it.  I have
attach the script.

 

Thanks,

 

John Cauthen
Senior Systems Analyst,
MCSE:Security/Security+, CCNA



 


Note:
This message and any attachments from the law firm Arnall Golden Gregory LLP may contain CONFIDENTIAL and legally protected information.  If you are not the addressee and an intended recipient, please do not read, copy, use or disclose this communication to others; also, please notify the sender by replying to this message, and then delete it from your system.  Thank you.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20081002/68c0e31d/attachment-0001.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: icdHelpDeskQue_v4.aef
Type: application/octet-stream
Size: 57792 bytes
Desc: icdHelpDeskQue_v4.aef
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20081002/68c0e31d/attachment-0001.obj>