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

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Wait time announcement on UCCX

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