Estimated Wait Time Message -IPCC Enterprise

Hello all. Our senior management would like to implement a queue message of 'your call will be answered in approx. x mins.'
Using ICM 6.0sr2 and IPIVR, is this possible out of the box, or do we need some sort of plug-in? If it is possible, could someone point me to some IVR/ICM ideas of how to pull the estimated wait time? Thanks!

Here is the calculation described in Cisco documentation:
(# calls queued including current call * average handle time) / (# agents ready)
It is described in the media scripting guide page 228: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/user/guide/ipce75sg.pdf
Keep in mind this calculation works best with high and steady call volumes, otherwise it may not be very accurate.

Similar Messages

Estimated Waiting Time on UCCX

After doing some experiments, found out that Estimated Waiting Time on UCCX 9.0 (and possible other UCCX versions) is based on a 24 hours average an NOT in a 5 minutes average value as in ICM or IPCC Enterprise.
Several post on the community INCORRECTLY pointed out that EWT is based on a 5 minutes average.
Does somebody knows how to change the time windows that UCCX uses to calculated EWT?
Thanks
Alex

Two TAC cases that confirm that is 24 hours AND some testing I did (just in case):
Process:
- Make a few calls to a Queue, place some of the on hold for about 20-40 minutes and answer one of them for about 1-2 hour. (to create some statistics)
- Wait 22 hours
- Make two quick calls, answer first and the second was already showing a EWT of 3000 seconds. (confirms that at least 23 hours of data was taking into consideration)
- Wait 26 hours.
- Make two quick calls, answer first and the second was showing a EWT of 20s (normal) (confirm that after 24-25 hours counters goes down to 0 if there is no traffic)
I realize my process is empirical, but somehow confirm that is not 5 minutes, more closer to 23-25 hours.

UCCX Estimated Waiting Time

Hello, I'm trying to add EWT to a script, once the call reaches the queue they hear:" your estimated waiting time is 1 minute" and then:"we are experiencing some system problem" error message. What I did in the "Select Resource “under the Queue I add "Get Reporting Statistic" with the setting Expected waiting time and CSQ IPCC Express. Also I placed a "Switch “tag for the AVG waiting time in minute and I configure 1 to 10 with .wav file for each minute. Any suggestion? the software is UCCX 5 enhanced.I'm attaching the file. can somebody direct on me what i'm missing or send me a file to use as a tamplate?
Thanks.

The message "we are experiencing network problems" usually means 2 possible things:
1. some java exception occured while your script was running
2. your script has ended without hanging up
Run script in interactive debug and you will see what exactly is going on.
ervins

UCCX Estimated Wait Time w/ default time?

Does anyone have a script for Estimated Wait Time that has a default wait time? For example if the "default time" is 2 mintues and the actual EWT is 14 seconds it would say "2 mintues". if the actual EWT then climbs to 6min 15 sec, it would say "6 minutes 15 seconds".
We're getting complaints when a rash of calls comes in and our EWT isn't able to calculate the trending change fast enough.
UCCX 7.x

If your call center doesn't have a steady call volume or agents sign on/off frequently then you could try using the average wait time instead of the estimated wait time. The average will be less volitile.
-Steven

UCCX 8 Estimated Wait Time

I have it scripted and the correct prompts play based on the stat that is retrieved. However, I was wondering if anyone knew the formula on how it is calculated.
Thanks,
Jerad

Discussed here a few times... here's one thread:
https://supportforums.cisco.com/message/1046226#1046226

Wait time announcement on UCCX

Hi all,
Our customer have a requirement to play back the wait time using UCCX IVR, in short when the customer calls and placed in to queue, IVR has to playback the wait time to the customer , which will help them to know how long they need to wait in queue until to get an available agent.
Let me know how this can be done using the UCCX script.
UCCX Version: 7.1
Any help would be highly appreciated.
Thanks,
Shaijal

HI Shaijal
Yes, this is possible. The attached link gives a very brief overview of what you need to do:
http://www.learnios.com/viewtopic.php?f=9&t=26675
Basically your script can use the "Get Reporting Statistic" on the CSQ to retrieve the estimated wait time (in seconds). Once you have this information in variable within a script you can then play a prompt etc. I would use your script to round up to the nearest minute.
The above forum post is from back in 2006 and version 4.x, however still looks valid to me.
There's a good point in the post about replaying wait times / queue positions if the caller is on hold. If you have implemented priority queuing for incoming callers there is a chance that people's queue times could increase if higher priority calls come in so be careful.
Hope this helps. Barry

Wallboard: convoldestContact vs Expected Wait Time

We use the opensource wallboard version 2.4(beta), and it pulls from the UCCX database two variables convoldestContact and convLongestWaitDuration. Does anyone have specific definitions for those? The wallboard software calls Current Wait Time and Longest Wait Time, but I'm wondering how they're really calculated.
We're testing an Expected Wait Time feature of our script via the Get Reporting steps, and the value being calculated is considerably different than the wallboard Current Wait Time. But I suspect that the wallboard version is reflecting something different -- perhaps the wait time when the most recent caller entered the queue (since it doesn't seem to be changing as that caller waits).
Thanks
Bill

Your suspicion is correct. The wallboard is not performing an expected wait calculation. It's simply reporting how long the longest current caller has been in queue. The Get Reporting step is estimating wait time by a number of factors.
For example if you have 10 agents logged in taking calls, and 9 log out, you'll see Estimated Wait Time skyrocket, while convOldestContact will simply keep counting how long the oldest caller has been in queue.

UCCX 9 Script wait time`

Is there a way in UCCX to let callers know that if the estimated wait time is more than 5 minutes or less than 5 minutes to prompt? I'm being asked that the caller only be told if their place in queue is less than 5 or more than 5 minutes; not exact times. I realize this could be frustrating to hear as a call if you've been on hold for 35 minutes to hear, "Your estimated wait time is greater than 5 minutes." But that's what I'm being asked....
Thanks in advance!

Yes you can, first, only play the prompt once when the caller first gets into the queue. Then dont play the estimated time after that.
Ues the Get Reporting Statisic and put in on an INT.
Then use an IF Statement for more or less than 5 minutes.
Let me know if you need more help, I am out of the office right now, but can post a sample latter.

Spotlight hung, displays "Estimating Indexing Time" indefinitely

After I used iPhoto Library Manager, Dup Annihilator, and Thumbnail Annihilator, I have seen Spotlight crippled with this endless "Estimating Indexing Time" message. I removed an external hard drive after seeing this message, but this didn't help. I re-installed Snow Leopard--likewise, no help. What can I do? Help Appleheads!

If the problem is indeed iPhoto, you can go to the Spotlight prefs pane, open the Privacy tab, and put the iPhoto Library into it. That will remove it from Spotlight's indexing attempts. If Spotlight is then able to finish indexing you will know for sure that the problem is iPhoto. If that turns out to be the case, follow Barry's advice and post about the problem in the iPhoto forum.
Francine
Francine
Schwieder

Good day. as I can do to update my iphone 4 to the latest version of ios 5. whenever you connect to the pc and try to update the waiting time is very long, sometimes up to 12 hours and despite the wait always produce an error message for a long time waiti

good day. as I can do to update my iphone 4 to the latest version of ios 5. whenever you connect to the pc and try to update the waiting time is very long, sometimes up to 12 hours and despite the wait always produce an error message for a long time waiting

Disable ALL security software (firewall, antivirus/spyware, etc.) running on your PC while updating.

How to keep waiting time between processed messages !!

Hi Folks,
I have got one scenario required waiting time between processed messages. The problem as follows !!
File --> Proxy scenario. I receive 15 messages from sender side (same messages structure) so working with one interfaces. File picking and transforming this message and split into 2 messages. messages are receiving to receiver. I am using BPM with 7,8 steps like receiving step, block , message transformation step , internal block 1 for sender 1, internal block 2 for sender 2.
All things are working fine, messages are going to receiver properly. But customer requirement is , wait step required between processed messages before sender1. I have put wait step still, PI picks all messages in one shot processing and waiting for 2 minutes, after 2 minutes sending all messages at the same time, this process is not working.
I have tried with wait step in mapping (Sarvesh) given excellent idea, still PI works the same way.
Can someone please explain a bit why the messages or not waiting message by message. I am using EOIO with Queue name and file process mode "BY NAME" and I have tried "BY TIME" as well. I have given priority to this Queue. On BPM Queue assignment : One Queue.
Please I am expecting positive answer !!
Many Thanks in Advance
San

Hi Rudolf Yaskorski ,
Not sure about your PI release and BPM model, do you create separate process instance for each file, or do you process files collecting them in one single instance? Are you using parallelization within your ccBPM ?
I am using serialization, I don't think bpm can do Parallization until PI 7.0, but PI 7.11 has got has queue assignment. But I am using one queue. This must be serialization.
To me it looks like your issue is not in ccBPM but rather more in polling files (as per your post file CC polls all 15 files in one shot). So if you wish to poll the files not at the same time some workaround is required. Possible options you could check out:
A. Either implement "wait" in your mapping based on file name or other criteria (e.g. directory name). Check out if respective BPM instances are really created at different times.
I have used wait step in mapping. These 15 messages has to go through one interface. So I am using one interface. But I have checked mapping process time in all messages on receiver system. Shows same timing, even though I put 40000 ms waiting time in mapping.
B. Try polling different files (or use different directories) with different channels and coordinate starting / stopping of your channels by scheduling availability for each CC in RWB. E.g. you poll file 1 with CC 1. You start 2 minutes later CC 2 and poll file 2. And so on.
I am not clear about this . On BPM waiting step is working and it keeps wait all messages, which are coming through one interface. Then it releases all messages at the same time.
I don't know how to resolve this. I have tried with Transport acknowledgment, but all messages are going to reciver system waiting at receiver system in priority queue and processing in EOIO, but taking so long. Rather all messages go and sits in queue, I want to stop messages by message with 2 minutes time gap. How please?
Kind Regards
San

Queue Messages initiated by Wait Time?

Hi, within ICM Script Editor, Release, 8.5.4.0. Via script, Is there any way to automatically play/initiate a message based on the longest wait time or a time value? For example, if a customer called us and entered our queue, if there was a current queue wait time (or longest call waiting value) of over 5 minutes, could we initiate a message to say "There is currently a wiat time of over 5 minutes, if you would like to call us back please call.....etc"
Thanks!

Hi, within ICM Script Editor, Release, 8.5.4.0. Via script, Is there any way to automatically play/initiate a message based on the longest wait time or a time value? For example, if a customer called us and entered our queue, if there was a current queue wait time (or longest call waiting value) of over 5 minutes, could we initiate a message to say "There is currently a wiat time of over 5 minutes, if you would like to call us back please call.....etc"
Thanks!

Since upgrading to ios7, apps just say waiting and then get the app cannot be downloaded at this time message. We run a proxy server, devices running ios6 have no problems. Anyone know what the problem is? I think apple just needs to fix its new OS.

I work at a school running 10 iPads. We connect to the internet through a proxy server. Prior to iOS7 we had no issues, the devices still on iOS6 work perfectly.
All devices which have been upgraded to iOS7 cannot download apps. I can find the apps in the store, choose to download them, but the icon hangs for a while before returning the "app cannot be downloaded at this time message". Help.

I have this same exact issue. We have even put all apple servers as not even being filtered by proxy and it still wont download anything. Nor will it let us even log in or create a new acct in the app store. It seems its also not just app store related....as it won't even let you check for IOS updates when a proxy is entered.
If anyone has any ideas let us know!

Answer wait time SG vs Call type

IPCCE 7.1 CVP 3.1 .We had a big issue regarding call type reports and skill group reports, exactly regarding the ASA. why the answer wait time is huge in skill group comparing to call type, our scenario is little bit different as we have five call types feeding the same skill group based on the customers category, and every queue to skill group node has different priority, so we need to know why answer wait time is hugely different in skill group compared to the call type.
attached is one of the five scripts, all the rest of them are the same and. each one is maped to one call toype.

attached are clear scripts
You have your Send to VRU in the wrong place, in my opinion.
With CVP, the first thing to have is an explicit "Send To VRU". For calls from the PSTN, failure in this should go to an End node, which forces survivability on the gateway to play the error message. For warm transfer calls, the best is probably Release.
No point in going further if Send to VRU fails.
Then I would set the ECC variables required for your microapps.
Once you have this, then go to your Call Type node - to set the "queuing" call type. I don't like to rely on the call type that the script is scheduled against, because you normally have to peel off calls for holidays, out of hours and so on. I like to make it obvious what's being counted by the queuing call type.
Finally, go into your Queue To Skill Group.
Be aware that RONA will mess up the call type stats a little - they will be counted as Other (which includes short calls, but they are counted separately so it's possible to see the RONAs). I would rather not set a call type on the RONAs as some do, as this will mean that they are in "Flow Out" and the stats are messed up even further.
For failures out of Q2SG, I like to send them to a script where I set an "error" call type to count and return the error label on the CVP RC.
Everyone has different ideas ...
Regards,
Geoff

Deadlocks and very high wait times

We are seeing a very high number of deadlocks in the system. The deadlocks trace all show a 'enq: TX - row lock contention' with wait times of around 2929700+ seconds ex:
last wait for 'enq: TX - row lock contention' blocking sess=0x70000006d85e1b8 seq=55793 wait_time=2929704 seconds since wait started=4
name|mode=54580006, usn<<16 | slot=1d0010, sequence=705f
Dumping Session Wait History
for 'enq: TX - row lock contention' count=1 wait_time=2929704
name|mode=54580006, usn<<16 | slot=1d0010, sequence=705f
for 'latch: enqueue hash chains' count=1 wait_time=1649
address=70000006dbb4a20, number=13, tries=0
for 'enq: TX - row lock contention' count=1 wait_time=2929708
name|mode=54580006, usn<<16 | slot=1d0010, sequence=705f
for 'SQL*Net message from client' count=1 wait_time=101740
driver id=54435000, #bytes=1, =0
for 'SQL*Net message to client' count=1 wait_time=1
driver id=54435000, #bytes=1, =0
for 'direct path write temp' count=1 wait_time=921
file number=fb, first dba=6521b, block cnt=2
for 'SQL*Net more data from client' count=1 wait_time=3
driver id=54435000, #bytes=10, =0
for 'SQL*Net more data from client' count=1 wait_time=5
driver id=54435000, #bytes=1e, =0
for 'SQL*Net more data from client' count=1 wait_time=10
driver id=54435000, #bytes=2c, =0
for 'SQL*Net more data from client' count=1 wait_time=5
driver id=54435000, #bytes=3a, =0
Any ideas on how to resolve this ?
Thanks
Surya

Sorry for the typo, that Ora-0060 error we are seeing. Here is the deadlock graph:
Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - 64bit Production
With the Partitioning, Oracle Label Security, OLAP, Data Mining Scoring Engine
and Real Application Testing options
ORACLE_HOME = /orasw/product/10.2.0.4.0
System name: AIX
Node name: spda5001
Release: 3
Version: 5
Machine: 00074D5AD400
Instance name: IAMS01P1
Redo thread mounted by this instance: 1
Oracle process number: 21
Unix process pid: 2306444, image: oracle@spda5001
*** 2011-12-24 05:05:39.885
*** SERVICE NAME:(IAMS01P) 2011-12-24 05:05:39.884
*** SESSION ID:(443.2130) 2011-12-24 05:05:39.884
DEADLOCK DETECTED ( ORA-00060 )
[Transaction Deadlock]
The following deadlock is not an ORACLE error. It is a
deadlock due to user error in the design of an application
or from issuing incorrect ad-hoc SQL. The following
information may aid in determining the deadlock:
Deadlock graph:
---------Blocker(s)-------- ---------Waiter(s)---------
Resource Name process session holds waits process session holds waits
TX-00080020-000c3957 21 443 X 58 391 X
TX-001d0010-0000705f 58 391 X 21 443 X
session 443: DID 0001-0015-0000002E session 391: DID 0001-003A-00000081
session 391: DID 0001-003A-00000081 session 443: DID 0001-0015-0000002E
Rows waited on:
Session 391: obj - rowid = 0001098B - AAATtpAAGAAADROAAD
(dictionary objn - 67979, file - 6, block - 13390, slot - 3)
Session 443: obj - rowid = 00010B25 - AAARRwAAGAAAAdgAAN
(dictionary objn - 68389, file - 6, block - 1888, slot - 13)
Information on the OTHER waiting sessions:
Session 391:
pid=58 serial=16572 audsid=52790041 user: 93/IAMS_USR
O/S info: user: , term: , ospid: 1234, machine: mac3023
program:
Current SQL Statement:
update spt_identity set created=:1, modified=:2, owner=:3, assigned_scope=:4, assigned_scope_path=:5, extended1=:6, extended2=:7, extended3=:8, extended4=:9, extended5=:10, extended6=:11, extended7=:12, extended8=:13, extended9=:14, extended10=:15, extended11=:16, extended12=:17, extended13=:18, extended14=:19, extended15=:20, extended16=:21, extended17=:22, extended18=:23, extended19=:24, extended20=:25, name=:26, description=:27, protected=:28, iiqlock=:29, attributes=:30, manager=:31, display_name=:32, firstname=:33, lastname=:34, email=:35, manager_status=:36, inactive=:37, last_login=:38, last_refresh=:39, password=:40, password_expiration=:41, password_history=:42, bundle_summary=:43, assigned_role_summary=:44, correlated=:45, auth_question_lock_start=:46, failed_auth_question_attempts=:47, controls_assigned_scope=:48, certifications=:49, activity_config=:50, preferences=:51, history=:52, scorecard=:53, uipreferences=:54, attribute_meta_data=:55, workgroup=:56 where id=:57
End of information on OTHER waiting sessions.
Current SQL statement for this session:
update spt_workflow_case set created=:1, modified=:2, owner=:3, assigned_scope=:4, assigned_scope_path=:5, stack=:6, attributes=:7, launcher=:8, host=:9, launched=:10, completed=:11, progress=:12, percent_complete=:13, type=:14, messages=:15, name=:16, description=:17, complete=:18, target_class=:19, target_id=:20, target_name=:21, workflow=:22 where id=:23

Estimated Wait Time Message -IPCC Enterprise

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