IPCC Express estimated the waiting time in the queue

Similar Questions

• IPCC Express - determine the age of current contact

  I am looking for a way to determine the age of the current contact during execution of the script. Something like a stage that would match the current age of current contact in a few seconds, then that could be stored in a variable and a value of trigger in an If / then. This could be used to trigger a backup CSQ overflow (if contact is longer than 90 seconds, then route the call to the queue of backup). Normally I use a loop and simply count the number of times that I spend in the loop, but for a specific application, it would be preferable to use the age contact instead. Any suggestions greatly appreciated.

  Thank you

  Chris

  Check:

  Download Statistical Reporting (general article)

  Purpose of report: CSQ ICD

  Field: Current wait time

  Position in queue

  Expected time-out

  Connected resources

  Row identifier: should be your CSQ identifier or string variable

  Statistical variable: Variable that you want to fill in your script.

  As you will see, there are many choices. I think that the current waiting time might be what you want.

• IPCC express, change the format of the historical report

  IPCC express 3.5 2.

  How can I change the format of the historical report such as the name of the title via crystal report that is available in the "Reporting"?

  Another question is how to generate the report which is available in the directory "model of report? Need to copy the files to a specific selectable directoty in the report tool?

  Thanks in advance,

  All reports are Crystal reports format, so open Crystal report templates and change the title as you want. All report templates are under historic cisco reports > report templates folder.

  You must add the new report in the report with .xml catalog file.

  Wei

• What are the permissions to the supervisors in the IPCC Express?

  What are the permissions supervisors have in IPCC Express? The client wants to know if we can set permissions for supervisors as a Multi level admin for the call manager.

  Hi Chuck,

  Adding a user as a supervisor by the IPCC allows them a login to the http:///appsupervisor page. As far as I know, you cannot restrict access more far. If you make reference to what the agents/csqs they may see, then you can divide them into teams and only associate the supervisor access to the specific group of officers/csqs. Moreover, I think that we work for the same company, do not hesitate to these question directly. Nice to see you here on the forums.

  -Chuck L.

• Agent ringing the timer on IPCC Express 3.5

  Hello

  I have IPCC express 3.5 with groups and agents defined.

  When the client calls and the agent is ready, it sounds on the phone of the agent. But if

  Agent is not responding, it rings three times and that call go to queue.

  How can I amplify this ringtone on IPCC express timer?

  Thank you

  Hi Leo,

  I think it's the doc that you referenced :)

  Change the Agent state on "Ready" after not answering a call

  The good doc.

  http://www.Cisco.com/en/us/products/SW/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

  I hope this helps!

  Rob

• Apple Extreme, Time Capsule and Express on the same system, what is the best way to set it up so that all devices smoothly from one end of the House to another?

  Apple Extreme, Time Capsule and Express on the same system, what is the best way to set it up so that all devices smoothly from one end of the House to another?

  I'm going to assume that you plan to have wireless devices.

  Let's say that the Capsule is your "main" router  If this is the case, then it must be located in the House, so that the distance between the time Capsule is the same for the outside walls of the House.

  Then, on the 'left' side of the House, looking for an airport to midway between the Capsule and time of the outer wall of the House. Do the same thing the 'right' side of the House.

  In other words, each of the two airports that "extend" the wireless signal are located at equal distance from the Capsule of time... but they are in opposite ends of the House.

  If you intend to interconnect all the airports and Time Capsule using a permanent, Ethernet wired... which by far is the 'best' way to put in place a network in terms of performance and reliability... then you can locate one of the devices anywhere you want.

• Wrap the stopwatch for IPCC Express

  I've seen a number of conversations about the film the timers being availible in IPCC Express 4.0 so that you can put a delay after an agent ends a call before taking another.

  I've not seen this in the documentation. Is this availible and if yes, how do you implement it?

  Thanks for your comments.

  Its configured in the section Contact Service queue. See the attached picture.

  Please evaluate the useful messages.

  adignan - berbee

• Third of the reporting tools for IPCC Express?

  Someone has some good suggestions for reporting for IPCC Express tools with tool included historical reports? I need to provide more robust outbound reports, and most of the historical relationship is centered on incoming calls. So I was wondering if there are some 3rd part there tools that offer better reporting box. We could develop our own with the Crystal, but I'm looking for something more 'out of the box. Thank you!

  Hey Jon,

  This seems to be a very common question on this Forum.The only thread I could find which does not reference Crystal Reports has been that of December last year that speaks of a product of prognosis.

  http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dda04fd/0#selected_message

  I do not use this product, but thought this might help you in your search. Perhaps could you follow up with Wei and see where it leads you.

  Take care!

  SoC

• How the expected wait time is scripted?

  Hello

  Can someone tell me what controls are needed and where they should be placed in a script and what variables I need to create if everything for a very basic should expect a time?

  I looked at previous assignments and I'm not. The only control I see that would be necessary is to get statistical reporting, but I know not where to put it or how to play people in the queue the message of what the expected wait time is.

  Please advise,

  Thank you

  Chuck

  You can use the step get statistical Reporting to fetch the expected waiting time (in this step, the "line identifier" parameter is interested in the CSQ).

  The expected wait time is in seconds, so you can convert this to minutes and then use a series of guests as well as a "create generated Prompt" to announce the waiting time.

  Take a look at these messages in previous discussions:

  http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddd7fa7/2#selected_message

  http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddc3cea/1#selected_message

  Please note the useful messages!

• IPCC Express, option for the appellants out of the queue and leave a message.

  We are running 4.0 (5) IPCC Express improved. I need to configure our current ICD script so that when the appellants are held in the queue, they can press 0, out of the queue and leave a voice message. The ICD script we use is an exact copy of the script icd.aef by default on the system, it has just been copied and renamed. My question is, what are the steps I need to use the script to enable this feature?

  Two options. Option 1: Use the IPCC completely to save messages and manage messages as you seem to did so. Option 2: Transfer the caller to your voicemail number pilot and use your voice mail system to record the message.

  Steps to Option 1:

  1 early on in the script, use the step to read the Contact information call to capture the called number and save it as a variable.

  2. use the step to get a string to allow the caller to press 0 to leave a message. On the Filter tab, allow only the key 0 be hurry.

  3. in the leg successful step to get a string of digits, add the following steps.

  a. contact Dequeue step.

  b. reading quick step that contains a prompt that asks the caller to record a message after the tone.

  c. step recording, which records the message saved in a Variable of type "Invite".

  d. use the Terminate step to end communication with the appellant (you can add a quick step before that game if you want to tell the caller that the message has been saved).

  e. at this point, you can either use writing document step to record voice messages in a folder on the server of the IPCC, or you can use a series of other steps to place a call to the queue and play the message the following agent that meets, or you can attach it to an email and send it it make the address email of your choice (or a combination).

  I have this HUGE warning. I had several problems with what I've been able to overcome, but it requires a bit of diligence.

  -L' registration step requires a termination character (# or *). If the caller hangs just straight up, the script returns an exception and drop dead. You can manage the 'contactinactiveexception' using a step on the Exception and have it go to a label that you can put it as the first step under the leg successful registration step. In this way, if the user hangs up, the script handles the exception by going directly to the successful step. You can clear the exception just after that.

  -You will also want to handle this exception before Terminate step. If the caller hangs up and you try to put an end to this contact when he is no longer active, the script will always die, and the remaining steps will not run.

  We use the option to place a call in the queue. In itself, this requires a lot of thinking to make sure that the script is not die when an exception occurs. I ended up putting some exceptions in place where if there is a problem and that the recorded message never makes it to an agent, a log file is stored on the server as well as messages stored in a .wav file. Then, an email is sent to the contractor with these attachments also.

  Thus, it is as effective as make you it. Try to keep things simple at first, and then build on that to improve the experience of the appellants.

  Steps for Option 2:

  1. use the step to get a string to allow the caller to press 0 to leave a message. On the Filter tab, allow only the key 0 be hurry.

  2. in the leg successful step to get a string of digits, add the following steps.

  a. contact Dequeue step.

  b. call no redirection to the number voicemail pilot.

  I have not used this option, so I can't say with certainty how Callmanager will handle this call. The voicemail system will need to see the call as transmitted from a number that has a voice mail on the system account. If this does not work, you can use a dummy CTI Port with a fake extension that is configured to transfer to voicemail, then the voicemail box must be associated with the wrong extension. If you use Cisco Unity, you will also be able to use a routing rule to force the IPCC calls to a particular mailbox. Call the Viewer from the unity tools depot allows you to see the way in which the appeal is made to the unit.

  I hope that helps you and that it is not too verbose.

• The waiting time for the activation of the subscription of creative cloud?

  The waiting time for the activation of the subscription of creative cloud?

  Hi Evgeny,

  You can follow the article: solve common activation Adobe Creative Cloud (login) and questions (disconnect) disabling or error messages and errors in connection with Creative Suite and creative Cloud applications, activation and connection Solutions to resolve activation problems.

  Let us know if this solves the problem for you or not.

  Thank you

  Yann Arora

• time in the queue - ICM/IPCC Enterprise

  Once a call is on hold, how to configure route after a certain period of time? For example, management wants the call to route to a grouping of different positions, after that the appellant was in the queue after 60 seconds. I tried different formulas in the "examine if" "queue to the skills group" node, but I cannot understand what works.

  Thank you

  Stu

  You may be able to do the IVR script that plays to help the user in the queue.

  say that the user is in the queue, they here the IVR message "all agents busy, please hold." You can configure the IVR script to play the message for 30 seconds, say.

  After 30 seconds, you could have the IVR script to set a variable, IE: user_QXFER or even a peripheralVariable. (the ivr script must be interuptible)

  an 'IF' node after the 'successTerminal' of the node "run external script" could be used to check the variable. If user_QXFER is set to true, for example, you could have the script ICM send the call to a different node LAA/skillGroup or queueToSkillGroup.

• Need an example of script for the waiting time expected

  Hello

  Does anyone have an example script that they can send me that indicates how and where to use statistical control of get and how to generate a prompt to read a message to a caller who says what is the waiting period?

  Thank you

  Chuck

  [email protected] / * /.

  There is a position in the queue thing.

  First you stor in the parameter value and then read it...

  My modified script which should explain is attached. You can actually use, but must change that I deleted my customer info.

  Please note so useful.

  Thank you

  Barnes.

• Too much time in the queue empty in the loop of consumption

  I'm working on a VI used to screen analog converters above temperatures from room temperature to 175 C.  I have it set in place with a producer and a consumer loop.  The loop of producer makes all the measures, while consumer loop allows you to write tests that all measures in a spreadsheet file. There are 23 steps taken and recorded every second.  The test is run for about 60 minutes.

  Initially, I had trouble with data in the queue being lost when I stopped the VI.  I fixed that by ensuring that the queue was completely empty before you stop the VI.  Now my VI will continue to work long after I pressed the stop button.  I let it run for up to an hour and finally abandoned the operation and still lost a large number of measures on the end of the queue.  From my reading on the forums, it's because of the overload to write to a file of measure.  Opening and closing of the file every second is any slowdown.

  I've seen examples of creating a table of measured data and only writing every 100 samples or more.  Can someone help me see how I could implement something like this in my code?  Is there another reason, it takes so long to write all my test data?

  Thank you

  Matt

  You must use the real file i/o functions.  That made the express VI to write files to measure opens the file, writing the data and then close it.  When you do this several times, you get a really slow performance.  If you must open the file before you consumer loop and close it after the loop.  You will then be able to write as much as you want inside the loop.  But now, you need to format the data yourself.

• messages lost in Outlook Express in the month of September 2011.

  messages lost in outlook express in the month of September 2011 and they reappeared last week, then again disappeared. How to restore the mEssages'.

  1. View | Current view. Is checked all show messages?
  2. What is a pop3 account?

  If the answer is Yes, then the two main reasons for what you describe is disruption of the compacting process, (never touch anything until it's finished), or bloated folders. More about that below.

  Why OE insists on compacting folders when I close it? :
  http://www.insideoe.com/FAQs/why.htm#compact
   
  Why mail disappears:
  http://www.insideoe.com/problems/bugs.htm#mailgone

  Recovery methods:

  If you use XP/SP2 or SP3, and are fully patched, then you should have a backup of your dbx files in the Recycle Bin (or possibly the message store), copied as bak files.

  To restore a folder bak on the message store folder, first find the location of the message store.

  Tools | Options | Maintenance | Store folder will reveal the location of your Outlook Express files. Note the location and navigate on it in Explorer Windows or, copy and paste in start | Run.

  In Windows XP, the .dbx files are by default marked as hidden. To view these files in the Solution Explorer, you must enable Show hidden files and folders under start | Control Panel | Folder options | View.

  Close OE and in Windows Explorer, click on the dbx to the file missing or empty file, then drag it to the desktop. It can be deleted later once you have successfully restored the bak file. Minimize the message store.

  Open OE and, if the folder is missing, create a folder with the * exact * same name as the bak file you want to restore but without the .bak. For example: If the file is Saved.bak, the new folder should be named saved. Open the new folder, and then close OE. If the folder is there, but just empty, continue to the next step.

  First of all, check if there is a bak file already in the message. If there is, and you have removed the dbx file, go ahead and rename it in dbx.

  If it is not already in the message, open the trash and do a right-click on the file bak for the folder in question and click on restore. Open the message store up and replace the .bak by .dbx file extension. Close the message store and open OE. Messages must be in the folder.

  If messages are restored successfully, you can go ahead and delete the old dbx file that you moved to the desktop.
   
  If you have not then bak copies of your dbx files in the Recycle Bin:

  DBXpress run in extract disc Mode is the best chance to recover messages:
  http://www.oehelp.com/DBXpress/default.aspx

  And see:
  http://www.oehelp.com/OETips.aspx#4

  A general warning to help avoid this in the future:

  Do not archive mail in default OE folders. They finally are damaged. Create your own folders defined by the user for mail storage and move your mail to them. Empty the deleted items folder regularly. Keep user created folders under 300 MB, and also empty as is possible to default folders.

  Disable analysis in your e-mail anti-virus program. It is a redundant layer of protection that devours the CPUs, slows down sending and receiving and causes a multitude of problems such as time-outs, account setting changes and has even been responsible for the loss of messages. Your up-to-date A / V program will continue to protect you sufficiently. For more information, see:
  http://www.oehelp.com/OETips.aspx#3

  And backup often.

  Outlook Express Quick Backup (OEQB Freeware)
  http://www.oehelp.com/OEBackup/default.aspx