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.

Similar Messages

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 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 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

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

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

UCCX Scripting - Open/Close time of day is different on some days

All,
I currently have a simple UCCX script with a DOW and TOD variable set, but need to make an adjustment to accommodate a new schedule for a call center queue. My DOW is Monday - Friday, and TOD is set to 8am-5pm. I need to make a change to where say Wednesday is set to not close the queue until 10pm. How do I make that happen?
This is the way it shows in the editor:
DOW: Monday-Friday
+open:
++8am-5pm:
+++Goto yadayada
++TheRest
+Closed
If I need Wednesday's queue to stay open between the hours of 8am and 10pm, what logic do I need to put in? I'm thinking I'll have to add an IF Statement, but not sure where to start. Any ideas?

I was able to figure this out. Below is what I did:
Created two new Day of Week options and selected the corresponding days. Under each, I moved the Time of Day statement and assigned the time ranges, then selected the goto statement and assigned it as needed per my script.
This should provide the logic I was needed.

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 Scripting, Time variable

I am looking for guidance on UCCX scripting. I have searched all the forums but can't find what I am looking for. I want to be able to close Contact Center at different times for different Service Queues on Holidays. For example, Customer Service closes 5 pm on the day before holiday, but Helpdesk does not close till 11:30 on the day before holiday. How can i incorporate time in my script. I am using XML file with Holiday dates as of now. Any help will be appreciated.
Scenario:
Sales: Close 12/23/13 at 5:00 PM and re-open 12/26/13 at 7:00 AM
Help Desk: Close 12/24/13 at 1:30 AM and re-open 12/26/13 at 6:00 AM

Take a look at the examples available from script repository:
Cisco Unified Contact Center Express Script Repository 9.0(2)
Chris

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

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.

"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
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How to update XML file through UCCX script ?

Hi,
I have an UCCX script with MENU step. One of the step is for technical support team. When caller chose this step, information about date and time of the call and calling number should be recorded on a XML file located on the web server.
This XML is uploaded into the web server , but I don't know how to update it through UCCX script.
Here is how the XML file looks like:
<?xml version="1.0" ?>
<rss version="2.0">
<channel>
<title>CALL LOG</title>
<link></link>
<description>Support Call log</description>
<ttl>1</ttl>
<item>
<title>2011-08-24 14:56:39 - 00044 123 123 123</title>
<link></link>
<description></description>
</item
</channel>
</rss>
Any idea?
Thanks,
O

Hi
The 'keyword transform' step uses the template XML file to generate the actual XML file you want to post... the template would be a plain text file uploaded to the repository, and would look like so:
<?xml version="1.0" ?>
CALL LOG
Support Call log
1
%%calldatetime%% - %%clinumber%%
Now - if you had that bit of XML, with correct time/number in it - have you verified know that you can definately just post that XML to a certain URL to get it on the server? Check with whoever manages that server exactly what you need to do to get it to appear - then worry about how you do that from UCCX. It may not be a matter of posting up that XML, you may need it in a different format or something..
Aaron

UCCX script editor not working

1-The loading bar down of the screen always loading and never finishes.Please take a look to the attached picture.
2-When i go to the uccx and want to change the server from hostname to ip address,i always get update failed.
I am so new in uccx,help is appreciated.
Thanks in advance.

Hello,
You have come to the right place to ask questions on UCCX.
Please take some time to read through the product manuals, as they are full of good information and will answer most of your questions.
UCCX Documentation Home Page
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
On to your two questions:
1. This is not a loading bar. This bar is completely useless, and all it's telling you is how much memory the Editor has available to it in order to process things. The button to the right is simply a "garbage collector" which will attempt to free up any abandoned memory, but mostly it just sits there looking pretty. You really don't need to bother with either of these too status bar items, and can ignore them.
Source: UCCX Scripting Volume 1 - Getting Started with Scripts
2. It's been about two years since I've completed an install of UCCX, and therefore don't have this information fresh in my head. I did spend few minutes trying to find documentation on the topic, but to no avail. I was only really able to read the Help page for that specific page (Help > For This Page), however, it didn't make a big deal about changing the value. It simply says, change it and then click Save.
Could you post the exact error message you are receiving? Also, what is your intention with changing the hostname to IP? Unlike CUCM where you may want to remove DNS dependency on the phones to communicate with the server, UCCX clients use the IP address regardless. So perhaps it's not a necessary step?
Anthony Holloway
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DB Read error from UCCX Script

Hi All,
We are running uccx 7.0.
Trying to return data from DB using stored procedure from the uccx script.
We are able to run this when we pass explicit value instead of variable ANI.
But whenever we provide variable ANI, we get below
error: SQL statement varible not defined : ANI
Query which provided in the DB Read as below,
select * from table(credit_back.fun_select_point($ANI));
Request your help on it..
Regards,
Shalid K.C

Yes Gergely.
we have created new script and when i add DB Read function in the script, it is not allow to apply it, same time it is giveing the above mentioned error.
but when i test it with explicite value it is working.. .not working by providing variable name
Regards,
Shalid

UCCX 9 Script wait time`

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