Time to serve callers in the queue

Unanswered Question
Apr 11th, 2008
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Hi all

A costumer asked me to develop a crs script that inform callers how long they are in a queue, the position in it, and the estimated time required to be served.

Who can help me?

Thanks to all

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Overall Rating: 3 (1 ratings)
jarmitage Fri, 04/11/2008 - 13:03
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Hi Alessandro,

I'm going to assume that you're working with IPCC Express. If you're using some other product, please indicate what specific version you have.

The function you're looking for is called "Expected delay". Here are some links to help you with your project:

From Cisco's own documentation "Understanding Expected Delay (ED)":


Read these threads for more information:

Sample script (Read Abdulbaseer's entry from March 13, 2008.)


Contact Center: Help with Expected Wait Time


Contact Center: IPCC Express estimated waiting time in queue


I hope that helps! Regards,


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