Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations strongm on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Removing Callers from a queue after 60 minutes

Status
Not open for further replies.

LFehr

IS-IT--Management
Feb 28, 2006
17
US
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
 
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...
 
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."


 
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
 
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...
 
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.
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top