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Community Member

Queue position Scripting

Hello Team,

How to create queue position prompt steps in  IVR  scripts ,please explain the steps.

Thanks

3 REPLIES

Queue position Scripting

You need to use the  get reporting statistics function and query IPCC for how many calls are  in queue.  Pipe this to a string or int variable, use some if then else  logic followed by a call redirect.

Refer the scripting guides and check for the "get reporting statistics" function,

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html

Thanks,

Anand

Community Member

Re: Queue position Scripting

Here are some older UCCX scripts to use with documentation.

For me, I used ICM to store "Call.PeriphiralVariable8" to "CallType.Sales_CT.RouterLongestCallQ" then call "Play_Wait_Time.aef" IVR script to play the wait time for the Sales_CT script.

In your case, you could store "Call.PeriphiralVariable8" to "CallType.xxxxxx.RouterCallsQNow+1" and modify the promts to read it back. Also, you may need to use "SkillGroup.xxxxxx.RouterCallsQNow+1" depending on your scripting.

Also, search for Expected Wait Time, lots of posts to use as reference...

https://supportforums.cisco.com/message/398471#398471

https://supportforums.cisco.com/thread/270830

Please rate if this was helpful,

Raymon Khan

Contact Center Network Engineer


Infinity Sales Group, LLC

5201 Congress Ave.

Boca Raton, FL 33487
O: (561) 665-4310 ext. 1185
C: (561) 880-5426
rkhan@infsalesgroup.com

Re: Queue position Scripting

I use a variable CallType.CT_aaa.AvgSpeedAnswerTo5

which shows the average answer time over the past 5 minutes

and if more than 300 sec then say that the approximate waiting time is more than 5 minutes

If more than 180 then say that the approximate waiting time is  4 minutes

If more than 120 then say that the approximate waiting time is  3 minutes

If more than 60 then say that the approximate waiting time is  2 minutes

If less than 60 then say that the approximate waiting time less than 1 minut

ttemir08@gmail.com

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