[cisco-voip] Present Callers queued time to UCCX Finesse agent desktop

[Matthew Collins]

Thanks Ed,

I’ll give that ago tomorrow and update.

Regards

Matthew Collins


From: Ed Leatherman [mailto:ealeatherman at gmail.com]
Sent: 31 March 2016 14:31
To: Matthew Collins <mcollins at block.co.uk>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Present Callers queued time to UCCX Finesse agent desktop

Seems to me like once it gets to the connected branch, its no longer waiting which could account for the "Current" wait duration being -1.

Maybe if you change the "Connect" Setting to NO in the Select Resource step, which should change the Connected branch to Selected, then do your calculation, then manually connect?

I've never tried this before so its just a guess :)

On Thu, Mar 31, 2016 at 4:13 AM, Matthew Collins <mcollins at block.co.uk<mailto:mcollins at block.co.uk>> wrote:
Hi All,

Trying to present the callers queued time to the agent when the agent is presented the call but not have much luck.

What I have done so far is to get a reporting statistic current Wait Duration from CSQ IPCC Express and store that as a Integer Call Variable

[cid:image001.png at 01D18B6C.FD28BF90]

I have played around with where I place the two steps but going around in circles. In the above example the agents time is queue is showing  blank and when I debug the Time in Queue is set at “-1”

TAI

Matt

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Ed Leatherman
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