In the ICM scripting, how to identify the position in Queue of a caller dynamically, if none of the agents are available in the skill group and call is waiting at the IVR.
- A Caller calls, and prompts that your Position in queue is "x" and your Estimated Wait time is "x".
- Call will be on hold for certain amount of time, then again the position of queue is examined (whether it has decreased or not). How to do this ?
We have ICM 7.1.4 and IP IVR 4.5.2
I have this problem too.