UCCX :Position in Queue issues after RNA

[nareh84]

hi all,

I made a script and when the call is in queue, it announce the position of the call in queue. but when the same call gets connected to the Agent and Agent doesn't pick up the call (RNA) the call goes back into queue and incorrectly mention the position. Can i retain that position if the call comes back into queue.  has somebody faced the same issue and resolved it??.

Regards

[Aaron Harrison · Accepted solution]

Hi

I would simply store the value returned from the 'get reporting step' each time it comes round in a variable e.g. call this 'lastPositionInQueue'

Then, when reading a new position in queue, put it first in 'currentPositionInQueue'.

Now, only play out 'currentPositionInQueue' if it is < lastPositionInQueue, otherwise playout 'lastPositionInQueue'.

This way, it should decrease normally, but if it does not, or increases, the caller will not know about it. 

Aaron