Position in the Q

[NatThomas]

Hi Guys,

Can anyone tell me how I set up a vector which tells the caller what position they are in the queue?

We have a ASA Release R1.9.06.

Any help would be fab...

Thanks in advance,
Natalie

 

[SF0751]

You can get something more exact with a Conversant, but this is what we use:

01 wait-time 1 secs hearing silence
02 announcement 6009
   [i]"Thank you for calling Widgets, Inc."[/i]
03 queue to skill 10 pri m
04 goto step 10 if calls-queued in skill 10 pri m >= 10
05 goto step 13 if calls-queued in skill 10 pri m >= 7
06 goto step 16 if calls-queued in skill 10 pri m >= 5
07 goto step 19 if calls-queued in skill 10 pri m >= 3
08 goto step 22 if calls-queued in skill 10 pri m <  3
09 stop
10 announcement 6004
   [i]"There are 10 or more callers already in queue."[/i]
11 goto step 25 if unconditionally
12 stop
13 announcement 6005
   [i]"There are 7 callers already in queue."[/i]
14 goto step 25 if unconditionally
15 stop
16 announcement 6006
   [i]"There are 5 callers already in queue."[/i]
17 goto step 25 if unconditionally
18 stop
19 announcement 6007
   [i]"There are 3 callers already in queue."[/i]
20 goto step 25 if unconditionally
21 stop
22 announcement 6008
   [i]"There are 2 callers already in queue."[/i]
23 goto step 25 if unconditionally
24 stop
25 wait-time 30 secs hearing music
26 announcement 7112
   [i]"All reps are busy, please hold for the next available rep"[/i]
27 goto step 25 if unconditionally
28 stop
29
30
31
32

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[NatThomas]

Thats excellent.

thank you.

They have about 50 q vectors in their dept so it looks like Ive got my work cut out!!

Thanks again.
Natalie

 

[avayafreakje]

in my opinion you should be aware that the feature you want is not realy possible on this way. its not a "dynamic" way of informing queued calls via an announcement. as in the example of the vector in this topic its a one time check and will not update when the queue position changes.

There is another discussion about the question how much a queued customer can do with an information announcement about the queue position. A feature of communication manager in vectoring is expected wait time.....