UCCE 11.6 - Reroute calls after some time in the queue

[ln33147]

Dears,

Is it feasible in UCCE to redirect calls to another script when a caller spends more than a defined threshold in the queue?

Any feedback is highly appreciated.

Thank you in advance.

Lara

[Sasikumar Divvela]

Use an IF node Call.TimeInQueue formula .

Eg: Call.TimeInQueue > 60.  This checks that the time in queue of your call is greater than 1 minute.

[ln33147]

Hello Sasikumar,

Thank you so much for your prompt feedback. I currently don't have a UCCE Lab to check the configuration manager; could you please advise what "VRU Script Name" should I use then?

Thank you.

Lara

[Shalid Kurunnan Chalil]

Hi Lara,

you have to insert a new IF node after the queue to skill group node and the "IF" node should have an expression as " Call.TimeInQueue>120 " (here 120 in seconds ==> 2 min) this will validate the time of the particular call spend in the queue.

Regards,

Shalid 

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