Mark,
Thanks for the suggestions. Based on your inputs, below is the approach. We will use multidimensional array to track calls and the formula .
Can you Please confirm if the below approach works fine.
-Develop an Application (pseudo VRU client) confirming to GED125 standard, which will connect to VRU PIM.
-Create routing script (not an admin script) which resides /executes in the ICM Router memory.
-Application to send route request on a dialed number which has the call type and script configured.
-Make use of multi-dimensional Array to track calls.
-Based on the dialed number/call type, the corresponding ICM Script will be executed which will initialize and populate the call variables.
-Route select node will select the destination and populate the call variables/ECC variables with Expected Delay value
-Expected delay to be calculated using ((CallsQNow + 1) * AHTto5) / Max (Agents Talking Ready).
-Application will receive the set variable as part of Route response.
-ICM Router will be in constant communication with the peripheral (ACD) and the values from the Router Memory will be used to populate the call variables.
I'm not entirely sure what you intend to achieve with the VRU client, all of the components you need to make a routing decision based on the ED calculation can be done within ICM.
- Create a routing script
- Schedule it to a DN and call type
- When the call comes in use a SET node to manipulate the multi-dim-var with your new calculation (((CallsQNow + 1) * AHTto5) / Max (Agents Talking Ready)
- Readback the expected time to the caller and Q position by reading the multi-dim-var
- Send the call to site using a Translation Route or Label
NOTES:
- Remember to make use of global (ECC) and Call Variables and don't be afraid to pass them back and forth real time
- CallsQNow, AHto5, Agents Talking and Agents Ready are all available real time in the script
- You can check the current values by accessing the Tools menu and selecting Display Real Time Data
I hope this is of some help.
MT
