Automated You are X person in Queue

[Drisk]

Hi guys another question out there...

Does anyone know of a product which can do an automated ... "You are X person in the queue" message with in the Aspect call flows. I assume it will need to plug in somehow over the Event Bridge but do not at present know any products which can do this.

Any help would greatly be appreciated.

Thanks

 

[McGruff753]

I have not done this to our system, but give it a try:

set x = Calls_AP(num) x = variable you set. num = the application number for the CCT.

Play announcement "You are"

Speak digits from variable x whichever variable you chose from a thru d.

play announcement "person in the queue"

Good luck and let me know if this worked for you.

 

[Moebius01]

I believe that would only return the number of total calls in queue, regardless of what order the current caller is in. Granted, if that is the first thing played, or very early on in the CCT chain, it would be a fairly close approximation. You would only be able to play it once though. No updates to say they've moved up in queue.

I can't think of any other way to do it directly with the switch and a CCT, but a CTI style app could be tied to the RealTime Bridge to get the exact queue position of a given call. Could get a bit tricky though.

 

[McGruff753]

That's correct, Moebius01, it would have to be the first thing played in the CCT.

Drisk,
I know there is a product out there that does partner up with Aspect called Virtual Hold. I know it tells you the estimated wait time, but I'm not sure on the calls in queue. You might want to check out their website for more information at

http://www.virtualhold.com/.

Good luck

 

[Drisk]

Thanks guys...

I tried a test on Friday with the Call App Waiting variable and found as Moebius states that although it grabs the number of calls queueing and by using announcements you can't update this figure. You can use set announcements and IF statements and announcements to give a constant update of the queue number. However it is impossible to put this into a queue system as you cannot predict how many calls will end or come to the queue in a given period.

I have sent an email to VirtualHold and hopefully this will be the solution I require.

Thanks again for your help and I will let you know how I get on.