IQ - Time In Queue 1

[mitelmitel]

Can anyone please list the procedure on how to configure Time In Queue on an IQ 5.5 linked to a CCM 5.5.

Thanks.

Mit

 

[mitelmitel]

Is it the same as setting up a RAD however you assign the port as a Time in Queue port.

You then send the path into the IQ's new Time In Queue port after a designated time on the paths' Recording 1 Dir number [like a RAD].

 

[kwbMitel]

A good starting point would be to tell us what you want to achieve.

Next tell us what you have tried and where your having issues.

Most users on this forum do not have the time to answer open ended questions such as yours.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mitelmitel]

Sorry.

I am trying to get IQ to announce the estimated Time In Queue.

I can see where I setup the message itself, I am not sure on how it is assigned to the queue iteself.

I have setup my new message plan, added the dynamic phrase and assigned it to a particular path [i.e. 3000]
I then selected 'Expected Wait Time' and clicked insert. I then saved my Message plan so that is all ready.

I am stuck on how to deploy this on each required path, and how to select how often to repeat the message, etc.

Sorry for the open endedness!

 

[mitelmitel]

I also forgot to mention at the moment the DNIS looks up the dialled number, then routes it directly to the path.

 

[kwbMitel]

I rarely setup TIQ on CCM. When I do, I never use Time in queue, but Place in queue (number of callers). Even when I used that, I only used it as the first message as CCM at the time did not track each individual call (and might still not).

Time in queue is a very arbitrary number based on the previous wait times of previous callers. Unless you have hundreds of agents and a fairly stable call rate the number is meaningless.

I cannot give you specific intructions as I don't have a live system to work with but here is what I can give you.

Each queue will require a dedicated port that monitors the status of the queue. Start by using a canned message and try to get the system to tell you something about the queue. Calls waiting is easist to test in my opinion.

If you can't get that to work, give more details on the setup as anything you provide might spark a memory.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mitelmitel]

Thanks,

I cannot test this right now but I will try it tomorrow.

I can see that IQ is monitoring all paths on the CCM, i.e if you look in the CCM form of IQ you can see thet stats:

Path: P300 ((618) Cutting Edge) Node: 30 (gatetrunk3)

Agents Available: 25
Calls Waiting: 0
Longest Waiting: 3
Avg Time to Answer: 46
Avg Talk Time: 401
Agents Idle: 3
Expected Wait Time: 3


When looking at the manage>Actions>Routing and selecting the current transfer plan I can see that there is a transfer greeting drop down box. I think that if I select the message plan that I created above [for TIQ] It should play the position as soon as it goes into that queue?

I have to get TIQ working as its a requirement of the FSA.

 

[mitelmitel]

All done, working likea treat however we now have inacuracies with it. I will start a new thread. Thanks for the assistance.