Estimated Wait Time Message -IPCC Enterprise

Unanswered Question
Sep 14th, 2007

Hello all. Our senior management would like to implement a queue message of 'your call will be answered in approx. x mins.'

Using ICM 6.0sr2 and IPIVR, is this possible out of the box, or do we need some sort of plug-in? If it is possible, could someone point me to some IVR/ICM ideas of how to pull the estimated wait time? Thanks!

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lpezj Fri, 09/14/2007 - 10:30


You can pass information between ICM and IP/IVR. You can populate one of the twn CTI variables in ICM with the Expected Waiting Time in a Service and develop a script in the IP/IVR that it gets that time and plays to the customer.

Hope this helps,

Juan Luis

Edward Umansky Mon, 01/11/2010 - 11:41

Here is the calculation described in Cisco documentation:

(# calls queued including current call  *  average handle time) / (# agents ready)

It is described in the media scripting guide page 228:

Keep in mind this calculation works best with high and steady call volumes, otherwise it may not be very accurate.


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