Run the real-time number of the queue through IVR.

[Apple Mahmud]

I am going to configure IVR to cisco CCX, it is possible to run the real-time number of the queue through IVR.

For exam :

All our Customer Service Representatives are busy now. Please note there are __________ persons in the queue , your call is very important to us and will be attended shortly.

Please anyone ans to me...

[Thomas G. Johannesen · Accepted solution]

Hey Apple.

You can use the step "Get Reporting Statistics" under "ACD".

This can give you the position in the queue for the call.

This will be update when the call moves forward in the queue(or backwards). So if you ask every 30 sec or so, this will give you the new position.

If you have priority calls in the queue. be aware that the call can move backwards in the queue

Hope that helps

Regards

Thomas