IPIVR script tell user how many people in Q

[bo liu]

hello everyone

who can telll me how to make the script: when no agent can handle the call and the call start queue then the IVR can tell the user how many people in the Q ?

whether i should creat some Variable in ICM??

[Gergely Szabo]

Hi,

you can either use a CallType based number (how many calls at a CallType regardless of skill groups) or a SkillGroup based number (how many calls queued at a particular skill group regardless of the CallType).

Which one?

Just a quick note: if there are more scripts or call flows sending calls to a measured point, then the number might not always be accurate, and it may lead to problems. For instance, this may happen: "There are 2 people in the queue. No, there are 5 people. Nope, only 1. Now, it's 10".

G.