Messaging option

Last Updated : Sep 08, 2012 |

Procedure

  1. Write a vector that does the following if the oldest call waiting is in queue for longer than 75 seconds:

    • Sends the call to the messaging system.

    • Plays the following a messaging announcement: All our MegaSports agents are busy. Please leave your name and phone number.

  2. Plays 30 seconds of ringback for the caller.
  3. After ringback, plays an announcement for the caller followed by music.

Result

Suggested solution

Messaging option

 1. goto step 8 if oldest-call-wait in split 50 pri l > 74
 2. goto step 8 if calls-queued in split 50 pri l > 20
 3. queue-to split 50 pri l
 4. wait-time 30 seconds hearing ringback
 5. announcement 1000 [All of our MegaSports agents are busy. Please wait.]
 6. wait-time 998 seconds hearing music
 7. stop
 8. announcement 2000 [We are sorry, all our MegaSports agents are busy. Please leave a message after the tone. 
	 Otherwise, please call back between 8:00 A.M. and 5:00 P.M, Monday through Friday. Thank you.]
 9. messaging split 20 for extension 4000
10. disconnect after announcement 2050 [We are sorry, we are unable to take your message at this time. Please call 
    back between 8:00 A.M. and 5:00 P.M., Monday through Friday. Thank you.]

The goto step command in step 1 of the example checks if the oldest call waiting in split 50 has been waiting for longer than 75 seconds. If so, control is passed to step 8, where the announcement command first informs the caller that all agents are busy and then requests the caller to either call back during working hours or leave a message for the agent. If the caller chooses to leave a message, the messaging split command in step 9 is executed. Upon execution of the messaging split command, an attempt is made to connect the caller to AUDIX so the caller can leave a recorded message. If the split queue is full, or if the AUDIX link is out of service, termination to AUDIX is unsuccessful, and vector processing continues at the next vector step. This step, as is the case here, usually contains an announcement which is played to inform the caller that all agents are busy. If the caller is successfully connected to AUDIX, vector processing terminates and a message can be left for the specified mailbox. 4000, in this case.

In step 1, if the oldest call waiting in split 50 has been waiting for fewer than 75 seconds, control is passed to step 2, where another goto step command checks the number of calls in split 50. If more than 20 calls are queued to split 50, control is passed to step 8. Thereafter, the procedure for the messaging option that is provided in the previous paragraph is implemented. If there are 20 or fewer calls waiting in split 50, control is passed to step 3, where the queue-to split command queues the call to the split.