Uccx 9.0 expected wait time returns a -1 value

Guys I am trying to use the expected wait time feature in UCCX, however the value returned is -1 each time this step is executed. All the other feature such as average wait time etc all works, its just the expected wait time that doesnt. Any ideas please?

During your tests, the call activating the script you are debugging is actually in queue and with a real wait time?
I could find any related bug, can you check this links:
Link1 -- Link2
I will try to find additional information.
Rolando Valenzuela

Similar Messages

Uccx expected wait time calculation

Does anyone know how the calculation is done for the expected wait time in the get reporting statistic step (UCCX 7.0.1)? Thanks in advance.

I don't know if you've seen this ... but pg 324 (2-306) of the editor step reference guide gives a description of how the ewt is calculated. It doesn't give an exact formula though....
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701edstepref.pdf
Brian

"Your expected wait time is" IVR

Hey guys, I'm still fairly new at creating IVRs and I've been tasked with creating a script that tells callers how long their wait time is. It doesn't have to be complicated and it doesn't have to be dynamic. It just needs to figure out the expected wait time and then I can create a prompt that says "your wait time is under 5 minutes" or "over 5 minutes", it doesn't have to be specific. I'm sure this has been done quite a few times but I haven't found anything for it.
I'm using UCCX 5.02

Hi
Yeah, it's pretty easy... and you're wise to keep it simple.
Basically:
- create a string var,
- add a 'Get Reporting Statistic' referring to your CSQ and the 'expected wait duration' which sets the variable above. This will return a number of seconds.
- add an 'IF' (yourstringvariable > 300), play prompt 'you will be waiting more than 5 minutes' or in the 'false' branch, 'you will be waiting less than five minutes'.
Sometimes it can return -1 (if you misconfig the CSQ setting, or if the system can't calculate a time because there are no agents etc). Best to check for that as well...
Regards
Aaron
Please rate helpful posts..

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.

Avgerage or Expected Wait Time script

Avgerage or Expected Wait Time script. I have a general idea what needs to be inplace, but cant seem to get it right. Im trying to create a conditional or generated prompt where the condition is avg wait time greater or equal to 3 minutes then have the system play a voice prompt and speak the wait time. Any help would be appreciated. If possible can you post the .aef file to share with others.
Tom

Hi,
Expected Wait Time(EWT) is calculated in seconds. The following expression can be used to calculate the EWT in minutes.EWT = EWT/60.
EWT is calculated as follows...
A CSQs EWT = (Position of contact in queue * CSQs average talk time)/Total number of working resources in CSQ,where total number of working resources in CSQ = sum of resources in reserved, talking and work state. If contact is currently not queued, the position in queue = length of queue + 1. If either the CSQs average talk time or the total number of working resources is 0, the EWT is 1.
Regards
Yogi

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

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

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 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.

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

Cannot get Local Connection, No available resource, Wait-time expired

Hi Friends,
Please answer my queries below.
Thanks and Regards
Busincess Requirement
I have to display a particular set of rows in a dashboard or screen, and it is being refreshed every 1 minute, also user can update from that screen displayed values.
The below program extracts some data from database and passes to the front end through a collection where it is being displayed.
Code Logic Flow
1. CockpitAction calls CockpitOraDAO for database results
2. CockpitOraDAO is a singleton class.
3. After getting the CockpitOraDAO object, the action will then call the getLabAreaCockpitDetails() method.
getLabAreaCockpitDetails will
     - Get the Connetion from the OracleConnectionManager class (It is a plain class with getPooledConnection() and releaseConnection() methods).
     - Execute the query and put the result to a collection
     - close the connection
     - return result to the calling action.
This getLabAreaCockpitDetails() are called around once in every 1 minute
So, I believe everytime a call is made to action for cockpit display, it will take the existing object of the CockpitOraDAO class and make a call to database. i.e there will be only one object of CockpitOraDAO reside in application server at any particular interval of time.
My Understandings
1. Only 1 object of CockpitOraDAO will reside in application server (provided it is not user longer and garbage collected) at a particular instance.
2. Many objects of Connection will be created and destroyed.(Each time the getLabAreaCockpitDetails() method is called, we will get one connection from connection pool and in finally the Connection will be released to connection pool).
My Problems
It is showing the "Cannot get Local Connection, No available resource, Wait-time expired"
after running around 1 full day.
My doubts
1. Can anybody say why I get this error ?
2. There may be some connections are not closed. But I have checked at finally block, the status of the connection is closed after calling this method.
3. There may be some problem due to the singleton instane of CockpitOraDAO, Is it affecting performance ?
4. Is it valid that I have to make CockpitOraDAO as Singleton ?
public class CockpitOraDAO extends DAOAdaptor //implements BISample
     private static CockpitOraDAO instance=null;
     private static boolean debug = true;
     * The below method will be used to provide the singleton intance of the CockpitOraDAO object.
     public static CockpitOraDAO getInstance()
          if (instance == null)
               synchronized (CockpitOraDAO.class)
                    if (instance == null)
                         instance = new CockpitOraDAO();
          return instance;
     * The below method will be used to get the cockpit details of the lab area.
     * This will return collecton of sample details for the specific lab.
     public Collection getLabAreaCockpitDetails(Collection prevCockpitDetailList,Collection filterCriteria) throws Exception
     if(debug)
          System.out.println("Inside CockpitOraDAO::getLabAreaCockpitDetails() method");
          Connection conn = null;
          boolean sampleExists = false;
          PreparedStatement pstmt=null;
          ResultSet rs=null;
          String returnStr=null;
          StringBuffer sqlQuery = null;
          String tempComment1=null, tempComment2=null;
          LabCockpitDO labc=null;
          LabCockpitDO labc2=null;
          Collection resultList=null, manCommentList=null, labCommentList=null, labCompCommentList=null;
          ArrayList result1List=null, prevCockpitDetail1List=null,filterList = null;
          OracleConnectionManager manager = null;
          boolean flag = false;
          try
               labc2 = new LabCockpitDO();
               prevCockpitDetail1List = (ArrayList) prevCockpitDetailList;
               sqlQuery = new StringBuffer();
               sqlQuery.append("select s.sample_sample_no sample_no, s.sample_inspection_lot_no inspection_lot_no,");
               manager = new OracleConnectionManager();
               conn = manager.getPooledConnection("myDS");
               pstmt = conn.prepareStatement(sqlQuery.toString());
               if(debug)
               System.out.println("Query********"+sqlQuery.toString());
               rs = pstmt.executeQuery();
          catch(Exception e)
               //System.out.println(e);
               throw e;
          finally
                    try
                         manager.releaseConnection("myDS");
if(debug)
System.out.println("Connection Status Closed=true/ Open=false=["+conn.isClosed()+"]");
if(conn!=null || !conn.isClosed())
conn.close();
if(debug)
System.out.println("Connection Status After Closing Connection Closed=true/ Open=false=["+conn.isClosed()+"]");
                         if(rs != null)
                              rs.close();
                         if(pstmt != null)
                              pstmt.close();
                         conn = null;
                         pstmt=null;
                         rs = null;
                         sqlQuery=null;
                         returnStr=null;
                         labc=null;
                         labc2=null;
                         manCommentList=null;
                         labCommentList=null;
                         labCompCommentList=null;
                         tempComment1=null;
                         tempComment2=null;
                         resultList=null;
                         prevCockpitDetailList=null;
                         prevCockpitDetail1List=null;
                    catch(Exception e)
                         //System.out.println("Unable to Release Connection ="+e);
                         throw e;
          //if(debug)
          //System.out.println(resultList);
          return result1List;
     }

Hi,
As you can see from other posts, this is a very common problem. Until now the cause always ends up pointing to a connection not being close.
I suggest you try to run through a full single cycle of you app, while using the CLI monitoting to check that the connections created/closed matches the expected created/closed connections. Also that the number of free connections at the end is correct.

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

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

Wait time from WIP to finished product

Dear PP experts,
I have a case need your help:
We're a construction company, we have a concrete factory.
Our product (called spun pile) is made from concrete and mixture.
In put: concrete + admixture
Out put: spun pile (WIP)
usually, it takes 7 days for a spun pile (WIP) becomes a finished product.
in other cases, we have to speed up the progress, so, we put the spun pile (WIP) into heat oven. It only takes 1 or 2 days for a spun pile (WIP) becomes finished product.
In total, we have production date, called A (date)
We have wait time, called T (days)
We have the date that we can sales finished product, call B (dates) = A + T
Can we manage it in SAP PP? We expect after T days, stock in finished product will be increased, automatically, instead of manually do the stock transfer in SAP MM module.
Please consult me on this. Thanks in advance.
Regards,
Gent
Edited by: Nguyen Phuoc Toan on Jun 18, 2011 9:15 AM

Hi Toan,
Can you explain your business in this case? If you want to check available in SO, you need to setting waiting time in routing, if you need to receipt into stock, it impossible.
KietNVT

Wait Time Duration

I need to set an infinite wait time at the end of a timeline so the video stops and waits on the last video frame cleanly. The user then pushes the ENTER or PLAY to advance seamlessly to the next timeline.
Currently I need a secondary program (DVD RemakePro) to set this flag properly. If this is currently available in Encore, then I have overlooked the button. DVD Studio (on the Mac side) has it readily available as a command, and I would expect that Encore should be able to program this as well.
Work-around methods, like inserting a still frame, do not result in a clean "still". Setting a hold time or "wait time" gives excellent results, but I have not found the proper command in Encore to achieve this...or does this feature need to be added to the "wish list" of updates?

Your suggestion will work, but since the menu is a bitmap, there is a slight verticle bump as the Mpg2 clip transitions to the menu, even though the menu is created from the last frame. This does not matter whether the menu is built from the uncompressed last frame, or the Mpeg2 file. Maybe I am just picky, but as you say, your work around will work, but the best result is setting the proper flag in the IFO so the clip ends with a hold duration of infinity. This should really not be a big deal for an authoring program...in the end, it amounts to a setting in a text file!
Adding the ending menu to all the clips becomes a lot of extra work, especially when you add all the navigation to various clips from a real navigation menu. I would like to avoid pushing the VIDEO_TS through DVDRemakePro, since it is an extra step, but the results are worth it.

Uccx 9.0 expected wait time returns a -1 value

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