Re: How to---limit time in queue function

ROBERT Clark · ‎09-02-2004

Hi,

I am using IPCC express and have several agents in a single CSQ. I would like to calculate the time in queue so after a certain number of seconds go by the caller the option to either remain on hold or leave a message. Any ideas on how this could be done? Thanks.

-R

venkasub · ‎09-02-2004

Hi,

You can play back the Expected Wait time using Get Reporting Statistic Step.

For Expected Wait Time

---------------------------

Step : Get Reporting Statistic

Report Object : CSQ ICD

Field : Expected Wait Time

Row Identifier : String variable which holds the value of CSQ Statistics

Variable : Integer variable which hold the resultant value.

Note :The resultant value of Expected wait time(EWT) is calculated in seconds. In order to get the value in minutes -> EWT/60

Answer for Q#2, providing caller the option to either remain on hold or leave a message. The example script looks like this,

Accept

Play Prompt(WelcomeGreeting)

Select Resource Step(CSQ: CSQ Name)

------>Connected

------>Queued

--------->Play Prompt (QueuePrompt)

--------->RequeueMeLabel:

--------->Call Hold(contact:-Triggering Contact)

--------->Delay DelayWhileQueued sec

--------->Call Unhold(contact:-Triggering Contact)

--------->Play Prompt(Expected Wait Time) (if required, play expected wait time to caller to know expected time in queue before connecting to an agent)

--------->Get Digit String(Contact:-- Triggering Contact, result digit string: requeueMe) (Set the Input Length to 1 under Input tab property)

(This will provide option to remain in queue or to leave a message).

------------>Successful

------------------>If (requeueMe == "1") Then

--------------------->True

------------------------->Goto RequeueMeLabel

--------------------->False

------------------------>Take desired action to leave a message.

Hope it helps.

Regards

Venkat

g.kwait · ‎10-12-2004

Do I need TTS to read back the Expected Wait time? Or, how can I use the included number prompts to incoorperate this into my script?

Thank you

yogeswar · ‎10-12-2004

Hi,

You can use "Create Generated Prompt" step to create an output prompt that holds the value of the Expected time value.

Procedure :

1. Assume "PositionInQueue" is an integer variable that holds the value of "Expected wait time".

2. Define a prompt variable say "PositionPrompt".

3. Set the properties of "Create Generated Prompt" as follows

a. Output Prompt : PositionPrompt

b. Generator Type : number

c. Constructor Type : number

d. Argument Information

number : PositionInQueue

4. Play out the "PositionPrompt" using Play Prompt step.

Regards

Yogi

g.kwait · ‎10-13-2004

Fantastic! This works great, execept... My generated number is always -1. Not sure why? Any ideas?

yogeswar · ‎10-13-2004

Hi,

A CSQ’s EWT(Expected wait time) = (Position of contact in queue * CSQ’s average talk time)/Total number of working resources in CSQ,

where total number of working resources in CSQ = sum of resources in reserved, talking and work state.

If contact is currently not queued, the position in queue = length of queue + 1.

If either the CSQ’s average talk time or the total number of working resources is 0, the EWT is –1.

Note : EWT is calculated in seconds. The following expression can be used to calculate the EWT in minutes.EWT = EWT/60

Regards

Yogi

g.kwait · ‎10-13-2004

Thank you. I know I am so close, but feel kind of far away. I tested my Queue out, and no matter how many calls I have queued up I still get a result of '-1' after doing the "Get Reporting Statistic". However, if I goto my agent desktop and do 'File, View, ACD Statistics' I can see the calls queued there.

venkasub · ‎10-13-2004

Hi,

Following is the calculation for Expected Wait Time (EWT) from 3.1 step reference guide:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/step_ref/gen.htm#1052754

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.

The algorithm to calculate the EWT of a contact in a CSQ is as follows:

A CSQ's EWT = (Position of contact in queue * CSQ's average talk time)/Total number of working resources in CSQ where total number of working resources in CSQ = sum of resources in reserved, talking and work state.

If contact is currently not queued, the position in queue = length of queue + 1.

If either the CSQ's average talk time or the total number of working resources is 0, the EWT is -1.

Hope it helps.

Regards

Venkat

gshonting · ‎09-03-2004

I usually set a variable called loopcounter to 1.

Then each time through the loop I evaluate-

If loopcounter>=(number of loops before I prompt)

then

menu- "Do you want to stay or leave message"

1- Xfer to voicemail

2- set loopcounter=1 goto queueloop

else

increment loopcounter

goto queueloop

I know how long the prompts/music in the queueloop are so I set the If evaluation to reflect how often I want the message to appear. If the message/music is 30 seconds and my users should get the message every 2 minutes then I use 4.