Creating a "due to high call volumes" script

Answered Question
Aug 12th, 2010

Hey guys, we're running UCCX 5.0 in a customer service center and we're having a problem where during peak times customers are holding for an extremely long time because we don't have enough staff to answer all of the calls.  I've been tasked with changing our main IVR so when let's say there are 20 people waiting for an agent from the CSQ it will say something like "we apologize for the inconvience but due to the high volume of calls at this time we are not able to accept your calls.  Please try a gain".  Yes, I know that's not ideal and I know that's not good customer service, but we're in the process of hiring more staff but it will take a while.

Anybody know how I can accomplish this in an IVR?

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0 votes
Correct Answer by Anthony Holloway about 6 years 5 months ago

create three new variables:

int max_callers_in_queue = 20

int cur_callers_in_queue = 0

prompt msg_queue_full = p[the_queue_is_full.wav]

In your script make it look like this:  (assuming: csq_primary is your String variable that contains the csq name)

cur_callers_in_queue = get reporting statistics(csq, contacts waiting, csq_primary)

if (cur_callers_in_queue >= max_callers_in_queue)

     true

          play prompt(msg_queue_full)

          terminate

          end

     false

select resource(csq_primary)

     selected

          ...

     queued

          ...

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Correct Answer
Anthony Holloway Thu, 08/12/2010 - 15:33

create three new variables:

int max_callers_in_queue = 20

int cur_callers_in_queue = 0

prompt msg_queue_full = p[the_queue_is_full.wav]

In your script make it look like this:  (assuming: csq_primary is your String variable that contains the csq name)

cur_callers_in_queue = get reporting statistics(csq, contacts waiting, csq_primary)

if (cur_callers_in_queue >= max_callers_in_queue)

     true

          play prompt(msg_queue_full)

          terminate

          end

     false

select resource(csq_primary)

     selected

          ...

     queued

          ...

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