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Enable queue caller announcement

jeff5061
Visitor

I need to add caller position within the queue. i.e. "you are the x caller in queue please hold the line and your call will be answered shortly" and it should decrease as calls are answered  Contact Center 11.5

1 Reply 1

Anthony Holloway
Cisco Employee
Cisco Employee

Look no further than the Get Reporting Statistics step in the editor, and split your recording into two parts:

 

a) you are the
b) caller in queue please hold the line and your call will be answered shortly

 

Use a play prompt step to play the recording like this:

Play Prompt (p[part-a.wav] + #[position] + p[part-b.wav])

Note that the special Ordinal Prompt Literal #[] will play the value of the variable as a position.  E.g., Fifth and not five.

 

You might also want to think about making a one-way check valve of sorts like this:

current_position = Get Reporting Statistics (Position in Queue)
/* If the caller's current position in queue is better than their previous position; I.e., forward progress */ If (current_position < previous_position) True
/* Then update the previous position to the better current position */
previous_position = current_position
False
/* Else, update the current position to the better previous position */
current_position = previous_position
Play Prompt (p[part-a.wav] + #[current_position] + p[part-b.wav])