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Community Member

IPCC Express estimated waiting time in queue

I have an ipcc express 4.0 and my customer wants the callers to hear a prompt saying the estimated waiting time in the queue.

Is that possible with this solution? maybe dealing with the scripts.

Any idea?

Jose

1 ACCEPTED SOLUTION

Accepted Solutions
Gold

Re: IPCC Express estimated waiting time in queue

Jose,

You can do the process that you like through the IPCC Express Scripts.

You have to use the 'Get Reporting Statistic' step under 'IPCC Express' in script editor and choose the statistic that you desire, in your case you have to select 'Report Object' -> 'CSQ IPCC Express' and afte, select 'Field' -> 'Expected Wait Time', stores that value in a variable a create as prompt to read the value.

Hope this helps,

Juan Luis

3 REPLIES
Gold

Re: IPCC Express estimated waiting time in queue

Jose,

You can do the process that you like through the IPCC Express Scripts.

You have to use the 'Get Reporting Statistic' step under 'IPCC Express' in script editor and choose the statistic that you desire, in your case you have to select 'Report Object' -> 'CSQ IPCC Express' and afte, select 'Field' -> 'Expected Wait Time', stores that value in a variable a create as prompt to read the value.

Hope this helps,

Juan Luis

Community Member

Re: IPCC Express estimated waiting time in queue

It makes sense, I will try that, I am not an script expert but I think I can get it,

Gracias Juan Luis,

Jose

Silver

Re: IPCC Express estimated waiting time in queue

The value returned is in seconds, so you may want to round it to a whole number of minutes, rather than play a potentially inaccurate number of seconds. (e.g. 2 minutes rather than 117 seconds).

Also, it is suggested that the estimated wait time (and position in queue) only be placed once when the call is first queued in case higher priority calls or RONA calls enter the queue and increase the wait time.

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