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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Hi all –<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I have a customer service script managing callers and agents for a 25 license<o:p></o:p></p><p class=MsoNormal>IPCC Express environment (7.0x)<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>There’s a component in the script where it checks for the number of callers, and if more than six, it’s designed<o:p></o:p></p><p class=MsoNormal>to play a “high call volume” wav file to customers on hold.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>It is playing when there are no customers actually in the queue waiting.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>This is the portion of the script that collects info on number of customers in the system.<o:p></o:p></p><p class=MsoNormal>Looks to me like this is collecting the total number of callers, including:<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>-<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>callers listening to the menu tree<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>-<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>callers being handled by an agent<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>-<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>callers waiting on hold<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><img width=388 height=291 id="Picture_x0020_1" src="cid:image001.png@01CD4557.5422F1E0"><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>If I wanted to switch that to collecting only the callers actually on hold, would that look like this?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Looks to me rather like that “Contacts Waiting” field is the one that would collect only callers who had gotten past the menu tree of information, hit “0”<o:p></o:p></p><p class=MsoNormal>and were holding in queue….<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><img width=389 height=293 id="Picture_x0020_2" src="cid:image002.png@01CD4557.8FFF0AA0"><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thanks, Tim<o:p></o:p></p></div></body></html>