InVQWaitTime

[Adam_W]

I've seen a couple of other topics about this, but with no solution.....

I'm trying to implement something that will give the caller an estimate of their wait time in the queue before being answered.  Up to now I've been using my own calculation based around the DistributedWaitingTime stat in IRD, but it's not reliable enough.

I want to play with the InVQWaitTime stat but haven't been able to get it to return anything but 0.

I'm using virtual queues and virtual agent groups and have tried adding the VQ as an origination DN on each of these.  I'm also using a single URS environment.

Has anyone managed to get this to work in a similar configuration?

[CTIgem]

Got it to work with VTO.

[Adam_W]

Unfortunately VTO's not really an option at the moment 

[cavagnaro]

Which PBX and which other components do you have then?

[Adam_W]

Alcatel 4400 PBX version 7.1, Genesys version 7.5 including single URS.  All routing and IVR treatments are performed using URS, with Alcatel ACD as backup.

[cavagnaro]

hum,
Can you try adding to the VQ but the RSI (RP) as origination DN as well? Then using the dynamic giudes of OXE (which you have to record previously) will work, I have this working on several customers.

[Adam_W]

Good thinking, just tried this and it works perfectly, thank you.

Now all the call centre have to do is address the huge waiting times

[cavagnaro]

Well that is another history...