Expected wait time in CC6 using Miran

[learner136]

Hi All,

I want to configure the feature of Expected wait time in CC6 using Miran.

My requirement is :- whenever the custmer call into the call center then a prompt will be played saying that ur call will be answered in ... seconds.

I have tried below script but no success.

IF NOT OUT OF SERVICE rantest THEN
QUEUE TO SKILLSET rantest
WAIT 2
ASSIGN EXPECTED WAIT TIME rantest TO EWT_CV
IF EWT_CV < 120 THEN give ran ran_gv
ELSE
IF EWT_CV < 300 THEN give ran ran2_gv
ELSE give music 40
END IF
END IF
End if

here EWT_CV is an second variable. and ran_gv and ran2_gv is ran variable.

i have tested this by changing the values for EWT_CV but in any case only ran_gv is announcement is played .(i have configured 2 prompt and one music 40).

Also tried by making EWT_CV as integer variable but still the facing the same issue.


Thanks.

 

[learner136]

DFKSydney :-

Actually i have tried the script both on miran and callpilot but it work on miran so i haven't look on callpilot side.

And my customer is demanding the features as early as possible.

After such a long discussion with you,you help me a lot.

So,thought that you will help in this case also because i dont have much exposure on callpilot.

 

[learner136]

DFSydney :--

If you don't have the time, then can u please share me some Nortel doc related to my requirement.

Thanks

 

[DFKSydney]

You need a training course, or you need a pro to write your scripts.

 

[learner136]

Hi All,

DSKSydney:

I dont have time for the training course right now.

All of a sudden they demanded me for this features.


So kindly suggest!!!!!!!!!!!

Otherwise i will be DEAD.

 

[Utreg]

Here an example for an EWT script;
thread959-726415

 

[learner136]

Hi Team,

Utreg : Thanks for reply.

As per your script how can i get customer queue number.

It is just announcing different timing i think?

Thanks

 

[Utreg]

Here an example for an Position in Queue script;
thread959-1641907

I would not use 'EWT' scripting and 'Position in Queue' scripting together though.
EWT can be accurate if enough calls arrive at the skillset, I would prefer the use of Position in Queue since this is more accurate (is my experience).

 

[learner136]

Hi Utrg,

Thanks for help.

I have tried this script and found it is working.

I my case i want to configure both EWT Feature and Position in queue feature in a same script.

The script which i have tried is given below,

following script is working : -



ASSIGN EXPECTED WAIT TIME support_sk TO EWT_cv

If NOT OUT OF SERVICE support_sk then

WHERE EWT_cv EQUALS

VALUE 1..20:GIVE IVR INTERRUPTIBLE 7013 WITH TREATMENT 7223

VALUE 21..40:GIVE IVR INTERRUPTIBLE 7013 WITH TREATMENT 7224

DEFAULT : GIVE RAN RAN2_GV

END WHERE

WHERE EWT1_CV EQUALS

VALUE 1: GIVE RAN RAN_GV

VALUE 2: GIVE RAN RAN1_GV

DEFAULT : GIVE MUSIC 40

END WHERE

END IF

SECTION WAITLOOP

IF OUT OF SERVICE support_sk THEN
DISCONNECT

ELSE
QUEUE TO SKILLSET support_sk
WAIT 2
END IF
EXECUTE WAITLOOP

Correct me if anything is mission or overwritten in the script in order to reduce load on the system.


Thanks

 

[Utreg]

Glad to read you are making progress.

I would put 'SECTION WAITLOOP' at the begin of the script though:
Once a caller arrives in the waitloop above there are no announcements played (Just once at the beginning).

 

[learner136]

Hi All,


Thanks to Utrg and DFKSydney for their gr8 support.


Really guys you help a lot.

Thanks again.