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time in queue - ICM/IPCC Enterprise

Once a call is in queue, how do you configure it to route after a certain duration? For example, management wants the call to route to a different hunt group after the caller has been in the queue after 60 seconds. I've tried different formulas within the "consider if" of the "queue to skill group" node, but I can't figure out what works.

Thanks,

stu

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1 ACCEPTED SOLUTION

Accepted Solutions
Blue

Re: time in queue - ICM/IPCC Enterprise

you may be able to make the IVR script that plays for the user in queue help you.

say the user is in queue, they here the "all agents busy, please hold" IVR message. you could configure the IVR script to play the message for 30 seconds say.

after 30 seconds, you could have the IVR script set a variable, ie: user_QXFER or even a peripheralVariable. (the ivr script must be interuptible)

an "IF" node after the 'successTerminal' of the "run external script" node could be used to check the variable. if user_QXFER is true, for example, you could then have the ICM script send the call to another LAA/skillGroup or queueToSkillGroup node.

1 REPLY
Blue

Re: time in queue - ICM/IPCC Enterprise

you may be able to make the IVR script that plays for the user in queue help you.

say the user is in queue, they here the "all agents busy, please hold" IVR message. you could configure the IVR script to play the message for 30 seconds say.

after 30 seconds, you could have the IVR script set a variable, ie: user_QXFER or even a peripheralVariable. (the ivr script must be interuptible)

an "IF" node after the 'successTerminal' of the "run external script" node could be used to check the variable. if user_QXFER is true, for example, you could then have the ICM script send the call to another LAA/skillGroup or queueToSkillGroup node.

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