Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on July 22, 2008, 08:25:09 AM

Title: InVQWaitTime
Post by: Adam_W on July 22, 2008, 08:25:09 AM

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?

Title: Re: InVQWaitTime
Post by: CTIgem on July 22, 2008, 12:21:26 PM

Got it to work with VTO.

Title: Re: InVQWaitTime
Post by: Adam_W on July 29, 2008, 09:46:29 AM

Unfortunately VTO's not really an option at the moment  :(

Title: Re: InVQWaitTime
Post by: cavagnaro on July 29, 2008, 08:45:08 PM

Which PBX and which other components do you have then?

Title: Re: InVQWaitTime
Post by: Adam_W on July 30, 2008, 12:39:27 PM

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.

Title: Re: InVQWaitTime
Post by: cavagnaro on July 30, 2008, 05:17:59 PM

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.

Title: Re: InVQWaitTime
Post by: Adam_W on August 01, 2008, 12:24:56 PM

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 ;)

Title: Re: InVQWaitTime
Post by: cavagnaro on August 01, 2008, 10:50:27 PM

;D Well that is another history...