Visible Queuing (VisibleQ.aef)

The VisibleQ script template (VisibleQ.aef) uses the GetEnterpriseCallInfo step to retrieve the expected wait time from the CiscoCisco Unified ICME and to relay that information to the caller.

Before accepting the call, the GetEnterpriseCallInfo step retrieves information for CiscoCisco Unified ICME. The script copies the value of the expanded call variable user.expected.wait.time to the local variable WaitTime as an Integer.

Then, the Accept step accepts the call. The script plays several messages. It starts by playing ICMVisibleQAnn1.wav. It then plays the variable WaitTime, the ICMSecond.wav file, and ICMVisibleQAnn2.wav file.

The script then puts the call on hold for 30 seconds, takes the call off hold, plays the ICMWait4NextAvail.wav prompt, and puts the call back on hold for another 60 seconds. This sequence loops until an agent is free to take the call, as in the BasicQ script.

Figure shows VisibleQ script as it appears in the Design pane of the Cisco Unified CCX Editor.