UCCX which will inform caller how many callers are waiting in queue

Posted Wed, 04/06/2011 - 4:19pm by fbriski

    Hello.

I'm new in scripting. Currently I'm working on UCCX 8.5 with premium license. I want to make script which wil inform caller how many callers are waiting in

queue and play prompt to him. Something like "Hello, thank you for call. You are fourth in line. Please wait until first available agent will answer your call"

Does anyone has advice from where I can start? Agent can see in CAD in real time reporting, how many callers are in queue. Can I use this data? If I can

does anyone has advice how to use it.

  I have another question. I'm planning to integrate UCCX with enterprise MS SQL server which stores data about customers. Data stored is name,

telephone number, address, and list of requests that customer made. Is it possible to provide that data in CAD. If it is, can anyone tell me some advice on

that topic.

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UCCX which will inform caller

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queue position

by ccie11129 - Apr 14 2011 - 9:20am

Hello,

You can get the queue position information using the Get Reporting Statistic in the ACD folder. Position it within the queue output of the Select Resource step. The exact position within the queue output would depend on if you want to play it once or every time you play a prompt while the caller is queued.

Variables: String/CSQ and int/positionInQueue

Fields in Get Reporting Statistics step:

Report Object: CSQ IPCC Express

Field: Position in Queue

Row Identifier: CSQ (Variable)

Result Statistics: positionInQueue (Variable)

 

Use the positionInQueue variable in your script to play appropriate prompts. You can generate a prompt from the positionInQueue variable as an ordinal and append it to canned prompts.

"You are" + generated_prompt + "in line"

Hope this helps,
Mark

queue position

by kobe24 - Apr 17 2011 - 7:51am

And how do i  generate prompt using an integer value of positionInQueue?

Can you describe it ?

Regards,

queue position

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generate prompt

by ccie11129 - Apr 21 2011 - 9:56am

New variable: Type: prompt Name: positionInQueuePrompt

 

You would use the Create Generated Prompt step from the Prompt folder.

Generator Type: ordinal

Arguments: number: positionInQueue

Output Prompt: posistionInQueuePrompt

 

 

Then, use the play prompt step to include your generated prompt in the appropriate location.

"you are" + positionInQueuePrompt + "in line"

Note: "You are" and "in line" represent canned prompts uploaded to the prompt repository

 

 

Hope this helps,
Mark

generate prompt

by kobe24 - Apr 22 2011 - 3:54am

Great. Thanks for explanation it worked.

generated prompt

by ccie11129 - Apr 22 2011 - 9:49am

Good to hear that it worked for you.

You might want to start your SQL server / Screen Pop question in a new thread. I'm not sure if the right people will find it in this thread with the title containing "poistion in queue". I know this can be done, but don't have enough experience doing it to describe it.

generated prompt

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