Removing Callers from a queue after 60 minutes

[LFehr]

Hello,
We use CM 3.0 and have a need to remove callers from a queue after they have been in the queue for 60 minutes. We want the option to play a message, route to another queue, etc if they've been waiting that long.
Is there a way to check how long a specific call has been waiting and take action on that call? I don't want to check EWT, but the actual wait time for that specific call.

Thanks,
LF

 

[BIS]

I am not in a position to check this, however...

Om CM 3.0, set up a variable, say 'A' = vdn time

In your vector have a continous check to

go-to some-step if A >= 360

..should get you started anyways...

 

[LFehr]

I have a feeling it's in CM 3.1 and not 3.0.

http://www.avaya.com/gcm/master-usa...s/call_center_3_1.htm&View=ProdDescFuncAttrib

Can anyone confirm that there is a "vdntime" vector variable available in CM 3.1?
i.e. goto step x if vdntime > y

Thanks,
LF

 

[mikeydidit]

I tried this on our system for you. I am running 3.0.1 and it is not an option.

"You don't stop playing because you get old. You get old because you stopped playing."

 

[LFehr]

Ahh - you can tell I don't do too much with vector variables.
It does work in 3.0 as well, here's how:

Define the vdntime variable in the "change variables" form.

change variables Page 2 of 2

VARIABLES FOR VECTORS


Var Description Type Scope Length Start Assignment VAC

N
O
P
Q
R
S
T Total Call Time vdntime L

Then just use Variable "T" in the goto step of the vector.

03 goto step 10 if T > 60


Works like a charm!

Cheers!
LF

 

[BIS]

Good to see you got it sorted.

 

[huffer]

Uhm... are you really having customers waiting in queue for over 60 minutes?? wow, these must be the worlds most patient callers. Average abandon time overhere is 10 minutes max...

 

[LFehr]

They don't actually want to talk to us - they are testing us to be annoying - most callers hang up if they have to wait about 10 min.