UCC Enterprise - Position in Queue

Anyone come up with a creative way to do this in Enterprise? (Its obviously simple in Express).
I can tell the customer what their position in queue is when they initially get into the queue but if I need to speak it again, I can't come up with a way to do it.

if you are queuing all callers at same priority- enter customer position in call variable and play it during queue.
But i am sure you will have multiple priorities. this is little difficult solution , but thats what i came up with in 5 min. Make a globle variable for each queue priority. When counting the current position in queue also look for number of calls currently queued for lower priority queues add it to current position and you get your number.
Let me know if i am making sense at all.
thanks
Pranav

Similar Messages

Dynamic Position in Queue

In the ICM scripting, how to identify the position in Queue of a caller dynamically, if none of the agents are available in the skill group and call is waiting at the IVR.
For Example:
A Caller calls, and prompts that your Position in queue is "x" and your Estimated Wait time is "x".
Call will be on hold for certain amount of time, then again the position of queue is examined (whether it has decreased or not). How to do this ?
We have ICM 7.1.4 and IP IVR 4.5.2

I have been trying find a way to do this same thing and believe I may have figured it out now. Here's what I am doing in the ICM script:
Just after the Queue to Skill Group node - I use a Set Variable - SkillGroup.CCM.20922.Lab_Training.RouterQueueCallsTodayand put that value into PeripheralVariable6 (you can use whichever open PV you have)
Then, I set another variable just after this one - day() and put that value into PeripheralVariable7 (this is to keep track of the day for any calls that cross over midnight)
Now, I use our regular scripting flow to set a value into PV10 and then Run Ext Script to play the all agents are currently busy message from an IVR script - this is where the loop begins for what the caller hears until they are answered
Just after the prompt is played I do an If node - Call.PeripheralVariable7!=day() (so if the day has changed, I'll bypass giving the position in queue status)
If the day is the same, I then continue to another Set Variable - SkillGroup.CCM.20922.Lab_Training.RouterCallsQNow-(SkillGroup.CCM.20922.Lab_Training.RouterQueueCallsToday-Call.PeripheralVariable6) and put that value into PeripheralVariable8
This basically calculates the difference between the total number of calls that have queued to this moment (since midnight) and the total number that had queued when the call was first queued and subtracts that difference away from the current number of call in Queue now.
PV8= Calls in Q now - (total calls queued today - total calls queued today at the beginning of this session)
Then, I take this value in PV8 and send it to a Run Ext Script.
PV8 = Get Enterprise Call Info (--Triggering Contact--, --CallPeripheralVariable8--, --All-)
Set queue = "gen\number\"+PV8+".wav"
Play Prompt (--Triggering Contact--, P[100.wav]) - a prompt that says "your current position in queue is..."
Play Prompt (--Triggering Contact--, SP[queue])
Then after it returns to the ICM script, I have it run another Ext Script for the music on hold period.
Finally, it connects back up to the start of this loop to tell them all agents are busy again and starts the process all over.
Hopefully, you'll find this useful and easy enough to follow. Thanks to everyone out there who shares info. It's been extremely helpful to me.

IPCC Script Position in Queue not incrementing

Working on a position in queue script, I can't seem to get the position in queue variable to move beyond 1 no matter how many people are in the queue. Has anyone got any hints / tips? I'm using the Get Reporting Statistic, Position in Queue from CSQ IPCC Express.

You shouldn't have to use that as a work around. Open a TAC case, you may have a defect, and Cisco owes it to you, as a paying customer to deliver a working product.
Here is video proof that the PIQ value dynamically updates during script execution.
http://www.youtube.com/watch?v=6VNd5pMgygo

UCCX: Position in queue and real position in scheduler queue

Hi
When using UCCX stats is posible to get position in queue BUT since agents can share skill from different queues, real time scheduler queue can be much longer.
It is posible to get the real position of that call on the scheduler queue?
For example:
Queue A, Skill A, 20 calls
Queue B, Skill B, 20 Calls
Agent 1 have Skills A and Skill B
Next Call on Queue A:
Position in queue acording to UCCX step is 21 but REAL position in scheduler is 41 since UCCX uses FIFO among queues.
Thanks

HI Jonathan
Yes, on this example adding both queues would do it, i put it only to ilustrate the useless of the get position in queue and the need of something more general.
In my project, skill are not evenly distribute between agents and agents logins and logout all the time. Because of that it is not as simple as adding severals queues together. A function should be provided that gives the real time position of the call at anytime in the scheduler and not the simple position in one queue.
Thanks

CCX 9 - Lost position in Queue

Just out of curiosity, has anyone experienced a case when a user's position in queue was lost. They were on hold 1st in the queue, then a second caller calls in, then they got bumped to 2nd? This has been working flawlessly the last several months this has been in place, but we just got a complaint that it has occurred. The CCX is located at a different location to the phones of where the problem was experienced.
Attached a screen shot of the CCX script.

Couple of possible things:
Call RONAed and call was re-queued with higher priority
You are prioritizing some calls over others, i.e. priority step is used somewhere in this or another script that queues the same CSQ
Chris

UCCX Position in Queue issues after RNA

Hello, we have a script using postion in queue logic. I tested the script and everything looked well however, this past month we have had complaints that callers were moving positions. They would go from 5 to 15 to 6. This is random and does not always happen. We get a couple of complaints a day. I noticed this first hand when my co-worker called in. Call came into the trigger happend to go RNA on an agent phone...went back to the queue then was stuck in the queue for over an hour and half. I never saw the call in the supervisors software.
Contacted TAC and they say that its an issue with the logic in the script.
I've attached two images of the queue section of the script. We have it play a begining queue prompt (you are) then the position prompt (first) end queue promt (in line for your call to be answered.
Any suggestions we would be grateful...
UCCX
System version: 8.5.1.11003-32
Thanks....

For starters, if the transfer into VM fails, the user will have been dequeued, you wouldn't see them in Supervisor Desktop, and they would continue to loop around and receive queue treatment.
I would always recommend scripting for these types of contingencies. I.e., If VM is down or all ports are busy, don't dequeue the caller and keep them queued.
This is also achievable without losing the caller's PIQ because you do not need to dequeue manually, a sucessful Redirect will dequeue automatically.
Anthony Holloway
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UCCE Custom Routing Using Queue To Agent

I have a customer interested in performing their own agent selection using a database lookup rather than selecting agents based upon skill group assignment. The suggestion has been made to perform the database lookup and use the queue to agent node. This would be used in a mid-sized environment, several thousand agents, and the there could possibly be hundreds of agents listed in the queue to agent node for a particular call. Has anyone had any experience on using queue to agent in this manner? I'm curious if pushing the queue to agent functionality beyond it's intended purpose would cause issues.

Queue to agent indirect with a DB lookup is workable - the result of the lookup must be their agent ID.
What would be the lookup criteria?
You need to establish an Enterprise Skill Group and an Enterprise Route using a skill group that will NEVER be removed from the agent (say by dynamic reskilling), so give it an artificial name like Q2Agent. Agents would also need to be in an overflow skill group.
You won't have to touch the script - there will be just one Queue to Agent node.
Don't queue if the agent is not logged in - overflow to a queue to skill group. Don't queue too long at the selected agent if they are logged in - again, oveflow to a queue to skill group.
You will have to manage the DB when an agent leaves, but it doesn't matter much because they won't be logged in. When a new agent arrives you will have to add an entry to the DB - but even if you don't it will be OK as the lookup willl fail and you will just queue to the overflow.
It's actually worth playing with.
Regards,
Geoff

UCC Enterprise + UC BE3000. Possible?

Hi,
I have a customer who has full version of Call manager 5, Unity 5, and Contact Center 5. Because of IVR requirements, they need to keep the enterprise version of contact center but they are small company(less than 100 phones) and would like to replace full call manager and unity with BE3000 appliance. Would full version of contact center work with BE3000? If not, would it work with UC Express(on ISR 3900 router)?
Thanks in advance.

Please forgive my ignorance. I just learned that the version of UCC customer has is UCCX not UCCE. So same question goes back. With UCCX standalong running on windows server(now) with desire to go latest version, what are my options for the UC and Unity? Can I use UC Express, BE3000 with them? OR any BE appliances are totally out of choice when we talk UCC?

Announcing position in queue

If I want to announce a caller's position in the queue, what is the best way to accomplish that? A subflow or right within the main script? What would the steps look like?
Thanks!

Within the existing script would be fine. Subflows are more useful when you have large chunks of code (e.g. account entry and validation against a database) that you wish to reuse across multiple scripts.
Get Reporting Statistics
Create Generated Prompt - The value from the statistics step, ordinal type.
Play Prompt - P[prefix.wav] + P[generated.wav] + P[suffix.wav]
Please remember to rate helpful responses and identify helpful or correct answers.

UCCE 9.0 Precision Queue.

Guys,
I have some experience in 8.5. Now I would like to install learn ICM 9.0. Installation I can do by reading documents. I don't know what is Precision Queue in 9.0. I have gone through SRND, I can't get what they are trying to convey. Could anyone help me understand it clearly with example? And what is the difference between Skill Group, Queue to Skill Group, Precision Queue?
Thanx in advance!!
Regards,
Saravana.

In addition sign up for CiscoLive 365 where you can download Cisco Live sessions, many of which recently had nice PQ topics.
Chris

Ucc enterprise-7/cvp-7/tts

Hello gents,
We have ucce solution with cvp on version 7. The requirement is to play back the person/doctor name sent by the backend sap system. I believe To playblack this name we should have external tts server. Can anyony plrase advise on the tts integration part with this ucce design also the recommended tts software.
Note: customer dont want to have pre recorded person names.
Please advise
Thanx,
Atif
Sent from Cisco Technical Support iPhone App

The gateway negotiates with a TTS server using MRCP (Media Resouce Control Protocol) for both TTS and ASR. You can use any product that obeys this protocol. I have only used Scansoft products, which acquired Nuance a few years ago and then adopted that name. You need to calculate the maximum number of concurrent TTS sessions you will be running, and purchase that number of ports. Typically you would get two TTS servers, for fault tolerance, and you probably need to borrow the resources of a third server to install the licence server part as well, so you have a "quorum". This gives you fault tolerance for the FlexLM licencing system.
Very easy to configure on the gateway. Quite easy to set up the TTS system.
Regards,
Geoff

Social Miner - UCCX and position in Chat queue

Hi
Position in queue for web chat customer. It is possible?
UCCX is integrated with Social Miner for webchat.
Alex

its not available in UCCX - 10.6 , May be in future release

Queue position

Hi all,
I have a script where I'd like to play the queue position to the user while waiting. basically there is:
:waitcustomer=get reporting statistics (--trigerring contact--,Position in queue[CSQ] from CSQ IPCC Express)
:Play prompt (--trigerring contact--, wait)
But it doesnt work :-(, i need to pass a parameter from get reporting statistics to "wait" so that it can play wait1 or wait2 and so on based on the position.
Anyone please???
thanks

First, you might want to consider creating a sub-flow to do this as this kind of 'feature' is very common. You can use it again in other scripts.
Second, you can use the built-in system prompts to play numbers (5) or ordinals (5th) by using the N[5] or #[5] identifiers respectively. They play in the 'Cisco Lady's' voice.
If you require your own voice talent to say the number/ordinal then consider just 'creating' the wav file name by concatination.
Ex.
intWaitCustomer = 5;
prmtYouAre = 'YouAre.wav';
prmtInQueue = 'InQueue.wav';
!Use a Container Prompt Step for this bit
prmtWait =
prmtYouAre
"Wait" + intWaitCustomer.toString() + ".wav" (as User Prompt)
prmtInQueue
PlayPrompt (prmtWait)
Alternatively, this works too.
prmtWait =
prmtYouAre
#[intWaitCustomer] (as System Prompt)
prmtInQueue

AWT + Positon On Queue

Greetings,
I would like to share this script modified by me. My need was create a script where is displayed the position on queue and the average time waiting (AWT) if the person stay on queue. I found the AWT in a old post here (shared by another collaborator) in CSC and I added the position on queue.
It work fine. please if you have a suggestion to improve, let me know.
Some terms are in portuguese, but is easy to interpret.
Regards.

Hello Sam,
Your questions could be answered by the following documents:
http://java.sun.com/j2se/1.3/docs/guide/awt/designspec/events.html
http://download.java.net/jdk6/docs/api/java/awt/doc-files/AWTThreadIssues.html
http://java.sun.com/j2se/1.4.2/docs/api/java/awt/doc-files/FocusSpec.html
Cheers,
Sam

Queue - 1 Producer and 2 Consumers

I look for structure Producer-Consumer but i like that my aquisition data posted in queue would be dequeue for 2 consumers (like copies of data).
In first consumer, the data would be analized e show in graphs. In second consumer, the data would be accumulated until 10 positions (staus queue = 10) and after this, the data would go to file in disk.
This would be the better solution?
I would can do it with 2 queues or have other way?
Thx for any clue...
Leonardo de S. Cavadas
Maintenance Engineer and Inspection - Bureau Veritas do Brasil
Engineer Metallurgist with emphasis in Advanced Materials
Technologist in Computer Science

Hello Jaime Rodriguez and Laemmermann,
Thx for 2 proposes, but i want that all data would be stored in disk and my consumer for show analysis can't limit the process. I think in use discard rotine for put the show loop very fast for dont full queue (example: IF queue full, discard next analisys of data(that include several rotines) for show...until queue status = 50%...is one simple analysis for show only). I will have other aplication for complete analysis the all data). Limit of queue is computer's memory.
My propose is in VI in attached (Labview 7.1).
Wait for your good clues. Thx for all.
Leonardo de S. Cavadas
Maintenance Engineer and Inspection - Bureau Veritas do Brasil
Engineer Metallurgist with emphasis in Advanced Materials
Technologist in Computer Science
Attachments:
queue_exemplo.vi ‏68 KB

UCC Enterprise - Position in Queue

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