How to notify of place in queue

[Jason Regan]

Hi,

We are running UCCX 7 as a proof of concept project for some of our smaller call center campaigns and one of the features we have been asked about is how to let callers know their position in the queue.

Does anyone have any advice on how best to do this?

Thanks

Jason

[anchoudh]

Hi Jason,

The Get Reporting Statistic step is only available with Cisco Unified CCX packages.

You can use this step to view the current state of the Cisco Unified CCX system or to report back to a

caller such information as current wait duration, position in queue, and expected wait time.

The system bases the expected wait time calculation on the number of agents in reserved, talking, and

work states for this CSQ, the call’s position in the queue, and the average call duration for this CSQ.

Average call duration of a CSQ is the average time agents spend in Reserved, Talking, and Work states

while handling a call from this CSQ.

Please refer the page 208 in the below guide.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx851_step_ref.pdf

Hope it helps.

Anand

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[Andrew Skelly · Accepted solution]

Jason please refer to the below discussion.  I have a copy of a script in there that shows how to notify caller of their position in queue.  This should be a good visual for you to follow and it is built in UCCX 7.

https://supportforums.cisco.com/message/3577644#3577644

[Jason Regan]

Hi Andrew,

This looks like the sort of thing I am looking for.

I will have a go using this and let you know if it does the trick.

Thank you, much appreciated

Jason

[Andrew Skelly · Accepted solution]

No problem.  Let me know if you get stuck anywhere or have any other questions.

[Jason Regan]

Hi Andrew,

I've had a play around with teh scrip to tailor it to my queue and it has worked perfectly so many thanks for this.

Regards

Jason