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New Member

Time to serve callers in the queue

Hi all

A costumer asked me to develop a crs script that inform callers how long they are in a queue, the position in it, and the estimated time required to be served.

Who can help me?

Thanks to all

1 REPLY
New Member

Re: Time to serve callers in the queue

Hi Alessandro,

I'm going to assume that you're working with IPCC Express. If you're using some other product, please indicate what specific version you have.

The function you're looking for is called "Expected delay". Here are some links to help you with your project:

From Cisco's own documentation "Understanding Expected Delay (ED)":

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801547e9.shtml

Read these threads for more information:

Sample script (Read Abdulbaseer's entry from March 13, 2008.)

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cbfdfdd

Contact Center: Help with Expected Wait Time

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1dde589d

Contact Center: IPCC Express estimated waiting time in queue

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddd7fa7

I hope that helps! Regards,

-James.

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