Avaya ACCS: Play the position in queue, to caller

[Raff-Tech]

With ACCS I need to play the position in queue of the caller, while he waiting for the answer.
With Orchestration Designer I'm using c_position_in_queue_cv in CCIVRBLOCK, but the caller always in the position 299. It seems to be the default value.
Is there any other setting to do?
Thanks in advance!

 

[daken]

The POSITION IN QUEUE intrinsic is the position of the contact in the skillset queue at the time
the intrinsic is executed.
The contact must be queued to the skillset before this intrinsic is used.
If you specify a list of skillsets, then the return value is the minimum value of the POSITION IN
QUEUE values for all of the skillsets.
The position is calculated using the number of contacts queued in front of the current contact. This
number includes all contacts with priorities equal to or higher than the priority of the current
contact. For example, if the current contact is priority 2, then the calculation includes all priority 2
and priority 1 contacts.
This intrinsic applies to both voice and multimedia contacts.
Avaya recommendations:
• Use this intrinsic only for contact centers that do not assign priority levels.
• Do not use this intrinsic to play the queue position to a voice contact. Even in single-priority
systems, a voice contact’s position in queue can become higher rather than lower.

Syntax
POSITION IN QUEUE [<skillset> | <skillset_list>]
Parameters
Enter information for the following parameter:
• <skillset> or <skillset_list> The skillset, or list of skillsets, that you want to include in the
return value.


c_position_in_queue_cv variable needs to be updated in the callflow before it can be used.

c_position_in_queue_cv = POSITION IN QUEUE <skillset>

 

[IPGuru]

Queue pos is almost gruanteed to upset the caller fopr one of two reasons

1) they get toly "You are in que possition 1" but get left there for "ages" so come through to the agent frustrated os simply give up.
or
2) they get told "You are in que possition X" & think I am not going to wait that long & give up.

ETA can be even worse if tyou anly have a few agents as the customer can get given a low eta but then be left hanging due to a longer than normal call throwing out the calculation.

Personaly I try to talk the customer out of using them whenever practicle


Do things on the cheap & it will cost you dear

 

[Raff-Tech]

Ok daken, I've used "c_position_in_queue_cv = POSITION IN QUEUE <skillset>" and it started to work.
Well, thank you!