Caller hold time to Variable field in CTIOS

Unanswered Question
Feb 22nd, 2008
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ICM 6.0 enterprise

trying to enhance ICM script to send how long a call has held in queue to a variable field in CTIOS when the agent answers. Does anyone have any suggestions to complete this?

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Riccardo Bua Fri, 02/22/2008 - 08:55
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  • Cisco Employee,

Hi there,


you could try the following:


Queue to Skillset -> SET Node (to put Call.TimeInQueue in

PeripheralVarX) -> Play announce -> SET Node (to put Call.TimeInQueue in

PeripheralVarX) -> Play announce -> loop back to the first set node.

You might have more different announces being played in sequence (one

after the other) and set the timeinqueue between each of them and

then eventually loop back to the first announce.


To provision for the fact that a call has

reached a certain point in waiting time, after which you might look for an overflow or a disconnect with scheduled call back.


Please be aware that only the specific wait time between one wait period will be computed to update the call variable and you won't be able to sum them up if you have multiple announcements.


Another option is creating a counter.


Regards,


Riccardo


jewels4u Fri, 02/22/2008 - 12:38
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Riccardo,


Thanks, I have set this up and it worked perfectly. Thank you very much.


Julie

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