| Tim Medley 2007-01-30, 1:11 am |
| I am writing a script for a customer who has an odd call flow, not
really an optimal call center environment, but it's what the customer
wants. Basically there are 30 agents, calls come into a DID and ring
to the primary agent, if that agent is not available, the call rings
to a defined backup agent, if the backup agent is unavailable then
the call rings out to a team, if no one on the team is available,
then the caller is given a choice of holding for the primary agent,
or leaving a voicemail.
Each agent has their own DID and is available during different
business hours. So I thought I would use an XML file that contained
details for each DID and read that into the script; DID, PrimaryExt,
BackupExt, Team, etc. Since each agent has different business hours,
I was going to read a open and close time for each agent from the xml
file as well.
The issue I am having is that the Get XML Document Data step doesn't
recognize a variable that is defined as Time. I had planned to read
in the OpenTime and CloseTime and compare the current time to see if
the agent was Open or Closed.
Am I going about this the wrong way? I've never worked with Time
variables read from an XML file.
tm
Tim Medley
Moxie Enterprises
Email: tim.medley@moxieent.com
Phone: (704) 905-4604
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