Cisco Voice Guru

Cisco UC resources for the masses…

Configuring UCCX Position in Queue

with 8 comments

Today, I’m going to share with you an easy way to spice up your call center scripting in UCCX by configuring a position in queue announcement. While many companies are content to use the basic queue loop, having the ability to announce a caller’s place in queue will win you the favor and admiration of the most difficult customers.

Setting this up is very simple and can be done in as little as five call steps.

01-2013-02-25_13-07-42

Screenshot of position in queue module

1. Gather the Statistic from UCCX

The first step is to gather the position in queue integer from UCCX. This is accomplished using the Get Reporting Statistic step. For Row Identifier, reference the string variable that holds your CSQ. Since the output of this step is a number, assign the Result Statistic to an integer variable.

02-2013-02-25_13-07-56

2. Normalize the Data

The integer returned from the Get Reporting Statistic step is referred to as “Position in Queue.” If you wanted to announce the place in queue, no normalization needs to be done to the data. However, if you want to tell callers how many people are AHEAD of him/her, make sure to subtract 1.

set intPlaceInQueue = intPlaceInQueue - 1

For example, if you are the only caller in queue, UCCX will report that you are in position 1. Position 1, however, effectively means that there are 0 callers ahead of you. Therefore, we subtract 1 from 1 and get 0.

3. Create a Generated Prompt

Now that you have normalized your integer variable to reflect the correct position,  use the Create Generated Prompt step to create a media file from the variable. In the example below, I am taking the output and saving it to a prompt variable.

04-2013-02-25_13-09-11

4. Record the Pre- and Post- Prompts

If the caller is to hear, “There are X callers ahead of you,” you’ll need to create two prompt variables and record them as such:

  • 1000.wav = “You are”
  • 1001.wav = “callers ahead of you”

In the next step, we’ll sandwich the prompt variables together into a single prompt.

5. Concatenate them Prompts

Use the Create Container Prompt to take your three prompts (i.e. the pre-, the post- and the position in queue) and merge them together. The output should be saved to a prompt variable.

Following the concatenation, use the Play Prompt step to play this sandwiched prompt for your called: “There are zero callers ahead of you.”

05-2013-02-25_13-09-28

 Word to the Grammatically Wise

In order to ensure proper grammar, I suggest adding an If statement to this module that adjusts the pre-prompt (i.e. promptPlaceInQueue1) to be singular or plural. It could be as easy as:

If intPlaceInQueue = 1 THEN (promptPlaceInQueue1 = P[1000sing.wav]
Else promptPlaceInQueue1 = P[1000pl.wav]

If you don’t do this for a more intellectually-minded organization, plan on making a U-turn and going back to the customer in order to correct this easy-to-overlook mistake!

Written by Matthew Berry

February 25th, 2013 at 1:16 pm

Posted in Blog

Tagged with ,

8 Responses to 'Configuring UCCX Position in Queue'

Subscribe to comments with RSS or TrackBack to 'Configuring UCCX Position in Queue'.

  1. Great tutorial, and good call on ensuring proper grammar! A couple of things I’d add:

    Don’t put this in a queue loop! Especially if you decide to implement priority routing. You don’t want your callers hearing their position increase in queue.

    Also, I like this method much better than estimated wait time (EWT) however, it seems like 1 in 3 of my customers ask for EWT. UCCx call centers are general too small for EWT to be accurate… but I think it would be an interesting tutorial to show how to implement EWT and outline some of the pit falls when using it.

    Dave Womer

    25 Feb 13 at 4:03 pm

  2. Fantastic post. Thanks for sharing. I had to share my little nugget of knowledge. Ready? Here goes:

    “Don’t implement number-in-queue prompts, when doing priority queueing”.

    Yep. I added priorities later and didn’t think about the queued number prompts. So, one minute a caller hears, “There are 4 callers ahead of you”. Then, after 90 seconds, “There are 6 callers ahead of you”.

    Needless to say, they weren’t very happy. :D

    Aaron Paxson

    25 Feb 13 at 8:11 pm

  3. Great feedback, Dave. Fortunately, my customer’s script did not have the increment step!

    Matthew Berry

    2 Mar 13 at 8:34 pm

  4. Excellent comment, Aaron. Dave Womer had the same suggestion. Fortunately for me, this queue loop was basic enough that it lacked an increment step. Had I designed the call center from scratch, it would have been done differently!

    Matthew Berry

    2 Mar 13 at 8:35 pm

  5. Ok… got here because I’m trying to build a similar queue for my library. I’m still pretty basic with the ipcc editor. Should all this be the queued step under the resource, or is this before select resource (my guess is it is the queued state).

    Brantley

    29 Jul 13 at 7:59 am

  6. [...] Configuring UCCX Position in Queue [...]

  7. thank you for posting this. We have been looking for something like this. Not having any background in any programming language or scripting I’m wondering how one goes about creating the module and will it continue to play while a caller is in queue? We run UCCX 8.5.1

    Thanks

    Bill

    25 Mar 14 at 10:37 am

  8. How often does this repeat while a caller is in queue?

    Thanks,

    Bill

    23 Apr 14 at 11:08 am

Leave a Reply

Don't have a Gravatar? Get one!

Have you Subscribed via RSS yet? Don't miss a post!