Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Victory on October 26, 2011, 08:43:00 PM

Title: Your estimated wait time will be 'X' minutes
Post by: Victory on October 26, 2011, 08:43:00 PM

Hello All,

When calls are in queue, we need to implement a message that lets the caller know estimated wait time.

-So call comes in
-No one is available
-we play a message that says "your estimated wait time will be 2 minutes....or whatever

Here's some high level info about our callcenter
Apps are on version 7.6/8.0
we have GVP incorporated into our framework
Windows/SQL environment

Any suggestions??

Many thanks!
Victory

Title: Re: Your estimated wait time will be 'X' minutes
Post by: cavagnaro on October 26, 2011, 10:29:44 PM

Possible with GVP, PBX resources (Alcatel OXE for example).
If using GVP on your strategy you need to call an application hosted on GVP and pass it the EWT extracted from a StatServer

Title: Re: Your estimated wait time will be 'X' minutes
Post by: Victory on October 27, 2011, 02:31:12 PM

Thanks, yeah I would think GVP would definitely be in the mix.
I was looking at over search results that was similar to what I'm trying to do. It looks like in my VAG I would need to put all the respective VQ's in there. Then in my strategy I would need to do the SData to get the EWT.

So once we get the app setup in GVP, I'm guessing we would need several files to play the different messages?? How would that work. 

thanks again!

Title: Re: Your estimated wait time will be 'X' minutes
Post by: cavagnaro on October 27, 2011, 02:43:03 PM

Yes, you can use TTS to play the exact waiting time or create a function to play a range:

TimeEWT(secs)
{
if secs > 60 and secs =< 180 then audio="ewt3min.wav"
if secs > 180 and secs =< 300 then audio="ewt6min.wav"
.
.
.
.
}

Prompt(audio)

Something like that...

Title: Re: Your estimated wait time will be 'X' minutes
Post by: Victory on October 27, 2011, 03:50:02 PM

gotcha!

I'll begin to put something together.

Title: Re: Your estimated wait time will be 'X' minutes
Post by: Tambo on November 08, 2011, 05:11:47 PM

Hi,

Be careful though if you use priority overide in the LRT as this will cause havoc with timings

Tambo