C_Emergency_Skillset_Check - Nortel Meridian Meridian 1 Scripting Manual

Using sample scripts

c_Emergency_Skillset_Check

Function
In this script, a test determines if the contact center is closed because the day is a
holiday, Saturday or Sunday, or if the time is after business hours. If so, the
caller hears a recorded announcement and is disconnected. If the contact center
is not closed, a test determines if there is an emergency in the contact center. If
so, the caller hears a recorded announcement and is disconnected.
If the contact center is open, there is no emergency, and agents with the required
skillset are available to answer the call, it is queued to the skillset.
While the caller is waiting, the call is repeatedly checked to determine if it is still
queued. If not, a test determines if agents are still logged on to the skillset. If all
agents are logged off, the caller hears a recorded announcement and is
disconnected; otherwise, the call is requeued to the skillset. If the call is
requeued, a test is repeatedly performed to determine if an emergency was
declared while the caller waits in a queue.
Script text
/* Title: c_Emergency_Skillset_Check
Note: Replace skillset_sk with the desired skillset name.
Global Variable List:
1. holidays_gv
2. weekend_gv
3. closed_hours_gv
4. emergency_ran
5. first_ran
502
Variable Type:
- DATE (holiday dates)
- DAY (contains Saturday
and Sunday)
- TIME (value for closed
hours)
- RAN (RAN route for
emergency
announcement)
- RAN (RAN route for first
announcement)
Standard 8.04
Contact Center Manager