How to implement "expected-wait-time" messages in Cisco IPCC Express???

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Expand view Topic review: How to implement "expected-wait-time" messages in Cisco IPCC Express???

Re: How to implement "expected-wait-time" messages in Cisco

by goresci » Sun Aug 11, 2013 6:05 am

Hi, is the script and prompts still available to view as i'm trying to implement EWT as well?

Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

by Guest » Fri Jan 08, 2010 4:46 pm


Really you can use the same script as IPCC Express except that instead of using the "Get Reporting Statistics" step, you can stuff the ExpectedWaitTime into a Peripheral Variable and then use "Get ICM Data" step to grab that info.  After that the same scripting will apply in the IVR.

Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

by Guest » Fri Jan 08, 2010 3:24 pm


adignan,  do you happen to have one for ipcc enterprise?allan

Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

by Guest » Fri Jan 08, 2010 2:21 pm


Hi,Do u mean calculation of position in Queue? If so heres the solution1. Position in Queue :Step : Get Reporting Stepset the Get Reporting step properties as follows Report object : CSQ ICD Field : Position in Queue Row Identifier : String variable that holds the value of CSQ Statistic Variable : Integer variable that holds the resultant value of position in queue.2. Call queuing in more than one CSQ :If you want to retain the current queue position of an ICD in one CSQ and simultaneously check for available resource in another CSQ, you need to use nested - select Resource StepsLabel1:---->Select Resource(CSQ1)------------>Connected------------>Queued--------------------->Select Resource(CSQ2)--------------------------->Connected--------------------------->Queued---------------------------------> Queue Treatment steps---------------------------------> Go to Label1In the above case, the queue position of the call is retained in CSQ1 and the call will be queued in both CSQ1 and CSQ2. Once the call gets connected to one CSQ, the same will be dequeued from the other CSQ.3. Check for total contacts in a particular CSQ :Step : Get Reporting Stepset the Get Reporting step properties as follows Report object : CSQ ICD Field : Contacts WaitingRow Identifier : String variable that holds the value of CSQ Statistic Variable : Integer variable that holds the resultant value of total contacts waiting in queue(Say X).Script flow for checking overflow condition :Label1:---->Select Resource(CSQ1)------------>Connected------------>Queued--------------------->Get Reporting Statistic(Contacts waiting from CSQ ICD CSQ1)--------------------->If(X > n)then---------------------------->True-------------------------------->Select Resource(CSQ2)-------------------------------------->Connected-------------------------------------->Queued------------------------------------------->Queue Treatment steps----------------------------->False----------------------> Go to Label1Note : n is an interger variable that holds the  overflow value(user definable)Hope it helps.RegardsYogi

Re:How to implement "expected-wait-time" messages in Cisco IPCC Express???

by Guest » Fri Jan 08, 2010 1:39 pm


Another question is what is "Overflow (retain queue position)???

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