Announce Wait in Queue

[tkayyali2k]

I am currently running IPCC 5.0 enterprise with ICM 5.0 SR7 and IVR 3.1(2)

I would like to announce to the caller/customer the estimated wait time in the queue using the ICM script editor and announce it with an IVR script.

Can anyone help.

[venkasub]

Hi,

Refer the sample script VisibleQ.aef shipped with systems.

The VisibleQ script, VisibleQ.aef, uses the Get ICM Data step to retrieve the expected wait time from the Cisco ICM and to relay that information to the caller.

Before accepting the call, the Get ICM Data step retrieves information for the Cisco ICM. The script copies the value of the expanded call variable user.expected.wait.time to the local variable WaitTime as an Integer.

Then, the Accept step accepts the call. The script plays several messages. It starts by playing ICMVisibleQAnn1.wav. It then plays the variable WaitTime, the ICMSecond.wav file, and ICMVisibleQAnn2.wav file.

The script then puts the call on hold for 30 seconds, takes the call off hold, plays the ICMWait4NextAvail.wav prompt, and puts the call back on hold for another 60 seconds. This sequence loops until an agent is free to take the call, as in the BasicQ script.

For more info, refer the section "Sample VRU Scripts->VisibleQ" from the below URL

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/develop/ipqm.htm

Regards

Venkat

[tkayyali2k]

Thanks for your help.. I will check it out.. is there any other way to be calculated from ICM and then pass the variable to the IVR to play it?