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

[Anthony Holloway]

I agree with Ed, separate the the Connect step from the Select step,
because once "connected", that means the Triggering Contact is technically
not active/present any longer.

On a separate note, what's with Finesse not showing you how long the
Contact waited in queue?  CAD had that, and I would be inclined to think
that Agents find that information useful.  Not too mention, the name of the
CSQ, or other Agent names listed who the contact might have talked to
(cradle to grave).

On Thu, Mar 31, 2016 at 8:30 AM, Ed Leatherman <ealeatherman at gmail.com>
wrote:

> 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>
> 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
>>
>>
>>
>>
>>
>> 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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>
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