Rockwell Telescripts

[Todd]

Having an issue with a new customer and how their Spectrum is setup with the telescript.  I'm assuming I can do something similar that I've done with Avaya in that the telescript hands control over the Genesys once it hits the DN and parks the call on that DN while the strategy waits for an agent to come available in the VQ.  Problem is, the timeout value on the telescript takes over and default routes the call before an agent comes available.  We could set an indefinate timeout, but that wont allow us to use the Rockwell as failover if there are issues in Genesys.  Anyone know how to overcome this?  It's my first experience with Rockwell, so I'm at a loss on this one.  We've tried a couple different telescript instances, two of which i have copied below.  Any help or guidance would be greatly appreciated!!

  1 RESET VARIABLE DIGITS_A
  2 START MUSIC 9
  3 REQUEST HOST SI DIGITS_A FOR '7760' 200 SECONDS
  4 IF RESULT EQ FAILURE GOTO 6
  5 ROUTE TRANSLATION
  6 ROUTE APPLICATION 60

  1 START MUSIC 9
  2 REQUEST HOST INSTRUCTION ON SI IN DIGIT FOR '7760' 30 SECONDS
  3 IF RESULT EQ FAILURE GOTO 6
  4 ROUTE TRANSLATION
  5 ROUTE APPLICATION 60


Thanks,
Todd

[rpenney]

Ah yes, this happens to everyone working on the Rockwell 

The trick is to  have a shortish timeout on the first route point and then use URS to jump between 2 other Route Points.

So the first RP has the first script below but with say a 6 second timeout on the REQUEST HOST.
Then the routing strategy has 2 busy treatments while you wait for an agent.
The busy treatments send the call to 2 other RPs which have the second script below but without the START MUSIC (as that is done in the first telescript) and a timeout of 200 seconds on the REQUEST HOST. The busy treatments have a timeout of 180 seconds so as they dont trip the telescript timeout.

The call should toggle back and forth between the 2 RPs. The reason you need 2 is that if the call goes from a RP back to the same RP without going somewhere else in between, the Rockwell treats it as having never left and doesn't reset the timeout.

Of the top of my head, I think you use Music treatments with compatibility mode ticked and the RP number as the DN. This tells URS to move the call to the RP and send EventTreatmentApplied when it receives the EventRouteRequest.

Hope that makes sense
Russell

[Todd]

Makes total sense!  We'll give it a try today.  Thanks Russell!