IPCCExpress 4.0(4) queue wait time and number in queue

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Oct 11th, 2006
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Hi all,

we recently installed IPCCExpress 4.0(4) standard edition to be used at a small company requiring only some basic queue-functionallity.

We have been looking at the VisibleQ script that comes standard with our installation, and have found detailed information about the script in PDF-files on the Cisco homepage.

The VisibleQ-script works fine, but stops when the IVR-voice should go in and tell the "user.expected.wait.time". In the error-log there is a line saying:

9379: Oct 11 01:17:28.507 CEST %MIVR-APP_MGR-3-STEP_FAILURE:Failure to execute a step: Application=App[name=noc_queue,type=Cisco Script Application,id=0,desc=noc_queue,enabled=true,max=5,valid=true,optional=[script=VisibleQ.aef]],Task id=22000000034,Step id=143,Step Class=com.cisco.wf.steps.ivr.OutputStep,Step Description=Play Prompt (--Triggering Contact--, SP[] + WaitTime + SP[ICM\ICMSecond] + SP[ICM\ICMVisibleQAnn2]),Exception=java.lang.NullPointerException

9380: Oct 11 01:17:28.507 CEST %MIVR-APP_MGR-3-EXCEPTION:java.lang.NullPointerException

On to the questions:

1. What are we doing wrong with the TimeWait variable?

2. How/Where can we find other standard variables readable for a script? For example, how can we get "CurrentUsersInQueue" from the system and tell it to the caller?



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mmelbourne Wed, 10/11/2006 - 06:54
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Can you post your script?

Are you using a Generated Prompt step to convert the wait time into a prompt?

You may want to round up the wait time (in seconds) to a number of minutes, as a wait time of 37 seconds doesn't sound quite right, especially when it most probably won't be exactly 37 seconds.

We are considering using position in queue, and playing it just once at the beginning of the queue loop.

tobiaslindgren Thu, 10/12/2006 - 00:26
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Dear all,

In the CRS Editor, "Get Enterprise Call Info" is used to propagate the WaitTime integer in the standard VisiualQ-script.

I found that using "Get Report Statistics" instead gave me all the information that I could possible want, like Exptected wait time and Possition in queue.

mmelbourne, rounding sounds like a good id?a, thanks for your input.

Problem solved.




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