Estimated Wait Time Message -IPCC Enterprise

s-mcfarland · ‎09-14-2007

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!

lpezj · ‎09-14-2007

Hi,

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

nilesh_joshi · ‎01-11-2010

Hi,

is there any sample script for play EWT

Edward Umansky · ‎01-11-2010

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: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/user/guide/ipce75sg.pdf

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