icm script-Built in function for calls waitng time http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=6484748 2013-06-19T23:15:28Z 2013-06-19T23:15:28Z GEOFFREY THOMPSON http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6484852 2012-09-12T21:41:43Z 2012-09-12T21:41:43Z

Sorry, I must have misinterpreted the question too. ;-) Regards, Geoff

GEOFFREY THOMPSON 2012-09-12T21:41:43Z Hemal Mehta http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6484826 2012-09-12T21:32:43Z 2012-09-12T21:32:43Z

You can just use Call.TimeInQueue to determine that. I use it all the time. Do not confuse with EWT, that is totally different and function of estimated wait time for the call. Hemal From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Wednesday, September 12, 2012 2:59 PM To: cdicuser@developer.cisco.com Subject: New Message from Mark Applebee in Customer Voice Portal (CVP) - Training Forum: icm script-Built in function for calls waitng time Mark Applebee has created a new message in the forum "Training Forum": -------------------------------------------------------------- I have icm 8.5. I want all the calls coming to the icm will be queue to skillgroup1. After queueing there for 5 minutes, if no one answered the call,then queue the call to skillgroup2. I am trying to find out the built in function to find out the calls waiting time in a skillgroup to make this decision, could someone please help me with this? -- To respond to this post, please click the following link: <http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/6484747> or simply reply to this email.

Hemal Mehta 2012-09-12T21:32:43Z Asher Schweigart http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6483755 2012-09-12T21:25:43Z 2012-09-12T21:25:43Z

Like Geoff said, you can get the EWT, but that’s not going to tell you how long the call has been in queue, just how much longer the system is guessing the call will be in queue.

Asher Schweigart 2012-09-12T21:25:43Z Asher Schweigart http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6483741 2012-09-12T21:23:43Z 2012-09-12T21:23:43Z

My bad, thought he was talking about call’s waiting time, missed the skillgroup part. Getting all the calls wait time for a skill group is not going to help you figure out if an individual call has been in queue for more than 5 minutes

Asher Schweigart 2012-09-12T21:23:43Z GEOFFREY THOMPSON http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6483690 2012-09-12T21:13:43Z 2012-09-12T21:13:43Z

>>>>the calls waiting time in a skillgroup Search for EWT in the IPCC Scripting Guide. It’s on page 227 of the 8.0 version Regards, Geoff

GEOFFREY THOMPSON 2012-09-12T21:13:43Z Asher Schweigart http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6484765 2012-09-12T21:12:43Z 2012-09-12T21:12:43Z

There is no way to get the queue time for a call. What you want to do is very simple to do though. What you will need to do is track how long the call is in queue after it is queued. I am assuming you are playing media to the caller either with a microapp or cvp. All you would need to do is play 5 minutes work of audio, and then on the exit path of the run external script node queue to skillgroup2

Asher Schweigart 2012-09-12T21:12:43Z Mark Applebee http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6484747 2012-09-12T20:58:34Z 2012-09-12T20:58:34Z

I have icm 8.5. I want all the calls coming to the icm will be queue to skillgroup1. After queueing there for 5 minutes, if no one answered  the call,then queue the call to skillgroup2. I am trying to find out the built in function to find out the calls waiting time in a skillgroup to make this decision, could someone please help me with this?  

Mark Applebee 2012-09-12T20:58:34Z