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icm script-Built in function for calls waitng time

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Subject: RE: New Message from Mark Applebee in Customer Voice Portal (CVP) - Trainin
Replied by: GEOFFREY THOMPSON on 12-09-2012 04:13:43 PM
>>>>the calls waiting time in a skillgroup

Search for EWT in the IPCC Scripting Guide. It’s on page 227 of the 8.0 version

Regards,
Geoff

Subject: RE: New Message from GEOFFREY THOMPSON in Customer Voice Portal (CVP) - Tra
Replied by: Asher Schweigart on 12-09-2012 04:23:43 PM
My bad, thought he was talking about call’s waiting time, missed the skillgroup part.

Getting all the calls wait time for a skill group is not going to help you figure out if an individual call has been in queue for more than 5 minutes

Subject: RE: New Message from GEOFFREY THOMPSON in Customer Voice Portal (CVP) - Tra
Replied by: Asher Schweigart on 12-09-2012 04:25:43 PM
Like Geoff said, you can get the EWT, but that’s not going to tell you how long the call has been in queue, just how much longer the system is guessing the call will be in queue.
This document was generated from CDN thread

Created by: Mark Applebee on 12-09-2012 03:58:34 PM
I have icm 8.5. I want all the calls coming to the icm will be queue to skillgroup1. After queueing there for 5 minutes, if no one answered  the call,then queue the call to skillgroup2. I am trying to find out the built in function to find out the calls waiting time in a skillgroup to make this decision, could someone please help me with this?
 

Subject: RE: New Message from Mark Applebee in Customer Voice Portal (CVP) - Trainin
Replied by: Asher Schweigart on 12-09-2012 04:12:43 PM
There is no way to get the queue time for a call. What you want to do is very simple to do though.
What you will need to do is track how long the call is in queue after it is queued. I am assuming you are playing media to the caller either with a microapp or cvp.
All you would need to do is play 5 minutes work of audio, and then on the exit path of the run external script node queue to skillgroup2

Subject: RE: New Message from Mark Applebee in Customer Voice Portal (CVP) - Trainin
Replied by: Hemal Mehta on 12-09-2012 04:32:43 PM
You can just use Call.TimeInQueue to determine that.  I use it all the time. Do not confuse with EWT, that is totally different and function of estimated wait time for the call.
Hemal

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Wednesday, September 12, 2012 2:59 PM
To: cdicuser@developer.cisco.com
Subject: New Message from Mark Applebee in Customer Voice Portal (CVP) - Training Forum: icm script-Built in function for calls waitng time

Mark Applebee has created a new message in the forum "Training Forum":

--------------------------------------------------------------
I have icm 8.5. I want all the calls coming to the icm will be queue to skillgroup1. After queueing there for 5 minutes, if no one answered  the call,then queue the call to skillgroup2. I am trying to find out the built in function to find out the calls waiting time in a skillgroup to make this decision, could someone please help me with this?

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To respond to this post, please click the following link:

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Subject: RE: New Message from Asher Schweigart in Customer Voice Portal (CVP) - Trai
Replied by: GEOFFREY THOMPSON on 12-09-2012 04:41:43 PM
Sorry, I must have misinterpreted the question too. ;-)

Regards,
Geoff
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