Need Help - ICM Script EWT calculation

[S N]

Experts,

I need your help for Estimated wait time calculation in the script.

We have a main script and based on the selected options it goes to another script where the Skill groups are configured.

I am curious to know how to set up EWT and to which node it has to be set.

I read few documents and community threads but confused with how to use this option.

Do we need the prompts to play for every minutes .

Thanks

Sathya

[Omar Deen]

It needs to be a custom function. When calling the custom function, you would enter the name of the skill group into the parameter. 

If you're on version 10 or higher, you can use the built-in EWT function

[S N]

Hi Omar,

Thanks for your reply.

Can you please explain me more about the config part. We are currently using UCCE 8.5 version.

Thanks

Sathya

[Omar Deen]

Pages 183 - 185 in the Scripting Guide explain EWT. the guide has a formula in there. 

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/user/guide/ipce85sg.pdf

In version 10, Cisco has a builtin EWT function