Help with Expected Wait Time 1

[Cory356]

We recently purchased CCM 6 and I have a basic script built for our IT help desk. What I am wanting is the system to tell the caller their expected wait time in queue. I dont know the first idea on how to do this but I am assuming it is very simple. Below is my current script but I dont know where to put the EWT command, nor do I know what the command is. This script was built by the vendor who installed it. Do I need to have recordings build in CP that actually play the EWT or does CCM have them preinstalled? Sorry to sound so dumb but I have a lot of reporting background with ACD's but not so much on programming.

/* This script is written for the Help Desk department, it is transferred from the CallPilot depending upon
time of day. If there are no agents logged into skillsets the caller will be
transferred to the night bell number 71850 which is CP menu for Help Desk One Moment Pls*/

/* There are three varaibles for this script
hgh_cll_vlm_gv: announcement for high call volume
hd_agts_bsy: all agents currently busy announcement
moh_gv: music on hold*/


IF OUT OF SERVICE Help_Desk THEN
EXECUTE Oos
END IF

Section Main
QUEUE TO SKILLSET Help_Desk WITH PRIORITY 1
WAIT 2
expected_wait_cv ASSIGNED (EXPECTED WAIT TIME Help_Desk / 60 +1)
IF (EXPECTED WAIT TIME Help_Desk > 300) THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT hgh_cll_vlm_gv
END VOICE SESSION
ELSE
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT
VOICE SEGMENT hd_agts_bsy
END IF
WAIT 2
GIVE MUSIC moh_gv
WAIT 20

Section Loop
IF NOT QUEUED THEN
IF OUT OF SERVICE Help_Desk THEN
EXECUTE Oos
ELSE
QUEUE TO SKILLSET Help_Desk WITH PRIORITY 1
END IF
END IF
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT
VOICE SEGMENT hd_agts_bsy
WAIT 30
EXECUTE Loop


Section Oos
ROUTE CALL 71850

 

[captaingadget]

It is not desirable to give the actual EWT to callers as there are many factors which can increase this time such as agents logging off or going not ready. It is more normal to give a rougher indication of how long the caller is expected to wait by playing them an appropriate wait announcement broken down into say 3 intervals:

Under 2 mins - play short wait
2 - 5 minutes - play medium wait
over 5 minutes - play long wait

The actual wording is up to you to record.

To do this, the EWT intrinsic should be executed directly after the call is queued to the skillset.

QUEUE TO SKILLSET help_desk
WAIT 2
ASSIGN EXPECTED WAIT TIME help_desk TO expect_wait_cv

IF expect_wait < 120 THEN play short wait announcement
ELSE
IF expect_wait < 300 THEN play medium wait announcement
ELSE play long wait announcement
END IF
END IF

You will need to create a call variable called expect_wait_cv and use open voice session for your announcements. Hope this helps.