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<p class=MsoNormal>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.
<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal>From 8 AM to 6 PM HD calls should connect to onsite agents if
available/logged in if not goto offsite redirect.<o:p></o:p></p>
<p class=MsoNormal>From 6 PM to 9 PM HD calls should be redirected to
OnCallSupport if no agents are logged in.<o:p></o:p></p>
<p class=MsoNormal>The Rest should go to After Hours.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The problems I am see with the script:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>From 7 AM to 8 PM the calls are redirecting to offsite HD
instead on OnCallSupport when there are no agents logged in.<o:p></o:p></p>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I haven't tested the 6 PM to 9 PM to see if the calls get
redirect correctly.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><span
style='font-size:10.0pt'>John Cauthen<br>
Senior Systems Analyst,<br>
MCSE:Security/Security+, CCNA<br>
<br>
</span><span style='font-size:12.0pt'><o:p></o:p></span></p>
<p class=MsoNormal><o:p> </o:p></p>
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