CSQ time-out

Hello

We use Cisco IPCC express 4.0.4

And we create a script where to put the call in the queue when the agent is not available (Busy) and calculate the longest waiting time for the next call.

Here is example

(1) IF all agents are busy system will play the prompt "all agents are busy your call will be answered shortly.

(2) we put the call on hold for 100 seconds and inbetween that any agent becomes online that the appeal must deliver to the agent.

(3) IF is to play again the guest even in step 1 and call will waiting for 100 sec again.

(4) it ceases to occur up to 300 seconds or 5 minutes.

(5) we ask the caller if you want VM press 1 or continue waiting, we put the caller on hold for 60 seconds.

(6) (and play option ask for VM and this last option in 5th and 6th is 60 seconds loop.)

(7) now this appellant is already in the queue to say 10 minutes or dry 600, what different to ask something like "your current wait time is more than 10 minutes you can leave the VM or open the e-ticket by going to http:

(8) IF Second call arrives and we would only appeal to hear directly based on the calculations of the first call, that is more than 10 minutes more in the queue "your current wait time is more than 10 minutes you can leave the VM or open the electronic ticket...» »

We are able to reach point 6, however the system does not calculate the time of the first call Queuing and on the basis that he not redirect the second call to the point 8.

Node in the CSQ, we can try to achieve? like what I have read in documents on ORC who says that this system calculate the duration of the call to the wait time.

If you have any example of a script or any tip how to achieve this.

Help, please!

Kind regards

sandeepkaran

Maybe you can use statistical step 'get reporting:

Download Statistical Reporting

-Report: IPCC Express

-Field: Oldest Contact in the queue

-Identifier of the line: (the variable that contains the name of the relevent CSQ)

-Statistical result: (a variable of type int - say 'intOldestContact', for example)

It must store (in seconds) the duration during which the oldest contact in the queue went. You can then check this in a logical step (if intOldestContact-3600 online, then fast play)

I have an example of script, but give it a shot and let us know if it works

Tags: Cisco Support

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