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New Member

Some Features required in IPCC Express

Hi Pros,

I have IPCC Express 4.0 Free 5 user license which comes with CallManager.

Can I make changes in the script to achieve the following -

1) All callers in queue for more than 5 minutes should get an option for callback & somewhere in the system their numbers should be recorded & retrieved by Supervisor or Agent

2) Waiting info played on Phone, on what position in queue he is.



Hall of Fame Super Silver

Re: Some Features required in IPCC Express

You can accomplish both, you need to be more specific with the first one. Do you want the caller to be able to record a message for callback or the system automatically store the their number?

The second one is easy simply using the "Get reporting statistics" to obtain a position in queue and then "Create Generated Prompt" to convert the stored integer to prompt.



New Member

Re: Some Features required in IPCC Express

Hi Chris,

1) I dont need the caller to record a message, just a prompt asking callers (in queue for more than 5 minutes) for a callback option.

2) The generated prompt would be a TTS prompt or can I record my own for the numbers (cause im runnin custom prompts)

Many thanks!


Hall of Fame Super Silver

Re: Some Features required in IPCC Express

1. Create a new integer variable LoopCouter, inside the queue loop place "if LoopCouter > 10" (assuming your queue lenght is 30 seconds" step following with the logic of playing prompt to leave a message and redirecting to voicemail under TRUE branch and "increment LoopCouter" and "goto queueLoop" logic under FALSE branch. You can assign a DN poiting to this group voicemail to your supervisor.

2. Yes, by default the pre-recorded generic TTS prompts will be used, but you can record your own.