How to play the announcement by CallsWaiting

[soyoung]

I would like to consult with everybody about CallsWaiting.

I would like to play voice announcement

"your turn is number 1"
"your turn is number 2"

...etc

i have callflow that RP1 and RP2

RP1 is function as checking business day and the number of CallsWaiting.
RP2 checks skill, notanwser, recall etc..

It's the structure of transfer RP1 to RP2

I add to get the number of CallsWaiting at RP2 and played voice announcement in IRD

However..
Although the person who is waiting as turn 1 called, the person who is turn 2 was always the second..

then, i use "Troute" to transfer to RP1 from RP2 as Taking the waitingcall out of the queue and putting it back in.

(RP1 - RP2 - RP1 repeat)

but, this method is wrong because i can't use queuing supremum time
and If, new call come to Queue, then ordering of Queue screws up..

let me know what you don't understand.

I will really appreciate it if you could help me think of better ideas.
Thank you very much.

[cavagnaro]

You just need to do this I think
Your goal actually is to do a countdown until he is answered? Right?
If so

At RP2 you have a target object, correct? At that target object you have to add a VQ, let's call it VQ1.
At this target you establish a time in queue time. Lets say you want to play a music for 45 seconds and then inform again the queue position.
So Timeout at target is 45 and the music treatment also is 45 seconds.
Then after this timeout expires, you go to the red port so you go to one play prompt block which is before the target block.
Here you Play the prompt 10, 9, 8, 7 etc. Which is actually the calls in VQ currently queued + 1.
And then over and over again.
If you want to control the max time then do a loop control counting the times each call got out of the target.

If this is not what you need then please explain better.

Using 2 RP quite makes no sense for your need


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[hsujdik]

[quote author=cavagnaro link=topic=11076.msg50348#msg50348 date=1533184938]
You just need to do this I think
Your goal actually is to do a countdown until he is answered? Right?
If so

At RP2 you have a target object, correct? At that target object you have to add a VQ, let's call it VQ1.
At this target you establish a time in queue time. Lets say you want to play a music for 45 seconds and then inform again the queue position.
So Timeout at target is 45 and the music treatment also is 45 seconds.
Then after this timeout expires, you go to the red port so you go to one play prompt block which is before the target block.
Here you Play the prompt 10, 9, 8, 7 etc. Which is actually the calls in VQ currently queued + 1.
And then over and over again.
If you want to control the max time then do a loop control counting the times each call got out of the target.

If this is not what you need then please explain better.

Using 2 RP quite makes no sense for your need


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[/quote]

Just adding some other information, since I have worked in a similar thing just yesterday

- On the TargetSelect block that goes into the loop that cavagnaro mentioned, you should UNCHECK the Clear Targets checkbox;
- Instead of using the Calls in queue + 1 (which could actually increment while the customer is waiting in queue), you should use the PositionInQueue function of IRD (assuming you are creating a strategy on IRD instead of composer - which is way better );
- You should have the function PriorityTuning[true,false] at some point of your strategy (preferible inside this 'loop' so the customer is not placed at the end of the queue each time the treatment is applied.

Another way of doing what you want is using the SetStatUpdate function, which updates an AttachData every 60 seconds with the value of a statistic. You could use the statistic PositionInQueue to update an attach data, and then on the BusyTreatment of the target selection block (without a loop) you could play 60 seconds of music and then add another treatment that sends to an IVR that announces the content of this Attach Data.

HTH

[soyoung]

Thank you cavagnaro, hsujdik

i can understand your answers

but, "PositionInQueue" don't work

i did set "PositionInQueue[〇〇〇_SwitchSIP@urs_StatServer_01P.Q]"
the value of the result is '0'

"CallsWaiting" works successfully

Was my using wrong??
what location or settings do i need??



Thank you very much.

[hsujdik]

I have exported my test strategy (it is for multimedia interaction but you can check if you can correlate to your voice strategy):
[url=https://1drv.ms/u/s!AvfK0JSyglrHpHZoIL-wGeLDAUCA]https://1drv.ms/u/s!AvfK0JSyglrHpHZoIL-wGeLDAUCA[/url]

[soyoung]

Thank you hsujdik 

i saw your callflow of IRD.....
i kept trying to do it myself, but it didn't work out, and l was late reply. sorry..


i can use to be PositionInqueue!

but, How does PriorityTuning[true,false] work??

Only 1st person is given as priority, suddenly 3rd person is called faster than the 2nd person.

i am not used to "Priority"...

i set
if var_position is = 1 , PriorityTuning[true,false] is work.
otherwise, it will go back.

what location or settings do i need??


thank  you... !

[hsujdik]

Hi soyoung,

PriorityTuning[true,false] is used to adjust the priority in queue for calls with the same priority level based on the time the Call arrived on the routing point - not the time the call is placed on the Queue.

This is used on that strategy because I set it up to leave the Queue after a timeout, perform some treatments and then place back into the queue. If PriorityTuning was not used in this condition, the queue would be a real mess, since the calls would be re-queued each time they leave for treatment.

In your case, perhaps the 3rd person was still in queue whilist 2nd person was performing treatment. This may happen if you use the suggestion above.

If you need more accuracy, you could go for the other suggestion:
[quote]
Another way of doing what you want is using the SetStatUpdate function, which updates an AttachData every 60 seconds with the value of a statistic. You could use the statistic PositionInQueue to update an attach data, and then on the BusyTreatment of the target selection block (without a loop) you could play 60 seconds of music and then add another treatment that sends to an IVR that announces the content of this Attach Data.
[/quote]

[terry]

If PositionInQueue returns 0 - that means call(interaction) is not in the queue.
Make sure your interaction enters into (and not quits after that from) the queue in question.