Speaking the time in queue

Answered Question
Sep 9th, 2010

Currently if a person calls our contact center they are not told how long the approximate wait time would be. Is there an easy way to add to a script what the approximate wait time will be. I am starting to go thorugh the possible commands to see if one of them will give me the time. Any pointers where I could look? Our setup is:

UCM version 7.1.3.32900-4

UCCX version 7.0(1)SR05_Build504

Thanks much for any pointers. This seems like it would be a common thing, but I must not be Binging or Googleing the correct info since I can not find anything.

Thanks much for any help!

Dave

I have this problem too.
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Correct Answer by Aaron Harrison about 6 years 2 months ago

Hi

Does anyone bing?

At any rate, what you need is a Get Reporting Statistic step; this returns a number in a String variable that represents the wait time in seconds (assuming you select 'Expected Wait Time', exactly specify the CSQ name in a case-sensitive fashion, and have the CSQ in a state where a time can be calculated realistically - i.e. you have agents available in it). If you get something wrong you'll get a -1 back, and you should apply some logical tests to the returned value to make sure it's sensible before playing it out.

In terms of playout, you can generate a numeric prompt with the Cisco Lady's voice, but you're generally better to record your own in my opinion.

Regards

Aaron

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Correct Answer
Aaron Harrison Thu, 09/09/2010 - 11:54

Hi

Does anyone bing?

At any rate, what you need is a Get Reporting Statistic step; this returns a number in a String variable that represents the wait time in seconds (assuming you select 'Expected Wait Time', exactly specify the CSQ name in a case-sensitive fashion, and have the CSQ in a state where a time can be calculated realistically - i.e. you have agents available in it). If you get something wrong you'll get a -1 back, and you should apply some logical tests to the returned value to make sure it's sensible before playing it out.

In terms of playout, you can generate a numeric prompt with the Cisco Lady's voice, but you're generally better to record your own in my opinion.

Regards

Aaron

Please rate helpful posts...

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