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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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To announce Position in Queue

I just want to configure queue prompt during agent waiting in the queue. The queue prompt should announce the customer about the EWT and position of the customer in Queue. Kindly anyone assist me in getting this configured.

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Rising star

Re: To announce Position in Queue

CCE doesn't do this very well... hopefully Cisco provides a better solution in future releases. The only thing you have is to use the PQ/SkillGroup object type and leverage the CallsInQ variable. This is good to announce initial position (first entering the queue), but does a poor job of updating the position for various reasons, notably, it does not take abandoned calls into consideration.

You can use the built in EWT function and play the numbers using the SayItSmart wav files.

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Re: To announce Position in Queue

In addition to the points that Omar mentioned, keep in mind that you need to think about things like other calls that might come in and jump ahead of your call (VIP/other higher priority calls) for instance. You may only want to play the EWT, and even that can be tricky.

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