shows a sample script. The key below explains the nodes.
Start node by
selecting a new Routing Script from the Script Editor.
(Call.Calling Line ID) node:
(optional). If required, you can set the CallingLineID (CLID/ ANI)
variable to implement a "dial-plan," pre-pending a set of digits to the phone
number provided by the customer so that it can be correctly routed. For
example, it is often necessary to add 9 to the phone number to reach an outside
line. In other cases, more pre-pended digits may be required to reach the end
You can also set
up Unified Communications Manager Route Patterns to respond to a certain set of
digits by routing the call to an outside line with a specified area code. To
implement a dial-plan, add a Set Variable node before the queue, as shown in
this example. In this case, a 9 is pre-pended to the customer phone number
using the built-in concatenate function.
Queue to Skill Group
node: The Agent Request call can be queued against one or more Skill
Groups, Precision Queues, or a queue-to-agent node. In the example script, the
call is queued against a single skill group.
(Call.Estimated Wait Time) node: A customer who requests a voice callback
might want to know approximately how long it will be before the call is
returned. You can configure voice callback to provide an estimate of the wait
time back to the customer. The estimated wait time is calculated once, when the
call enters the queue. The time is not updated as the position in the queue
estimated wait time algorithm is based on a running five minute window of the
rate of calls leaving the queue. Any calls that are routed or abandoned during
the previous 5 minutes are taken into account as part of the rate leaving
queue. For Precision Queues, the rate leaving queue represents the rate at
which calls are delivered or abandoned from the entire precision queue, not any
individual recision Queue steps. The algorithm computes the wait time for each
of the queues against which the call is queued (Skill Groups or Precision
Queues) and then returns the minimum estimated wait time. Queue to Agent is not
While the queue
builds, the small number of calls in the queue makes the estimated wait time
less accurate and the value fluctuates rapidly. As the queue operates with more
calls over time, the estimated wait time is more accurate and consistent. If
CCE does not have enough data to calculate EWT, the callback API returns a
value of -1. Customers must determine how their custom applications handle this
Note that the
built-in function also applies to inbound calls that queue.
Set the Call Wait
time as follows:
Run Ext Script node:
Apply the Network VRU script as follows:
From the Set
Variable node, select
Call from the Object type drop-down menu.
- From the Variable
drop-down menu, choose
Estimated Wait Time().
You can then
work with the Formula Editor to use the default estimated wait value or create
a formula and use your own value.
Formula Editor, and do either of the following:
- To use the default
estimated wait value, click the Built-In Functions tab and choose
- To create a formula and
use your own value, click the Variables tab and choose an entry in the Object
type list and an entry in the Object list. Then double-click a variable in the
Click the Queue
Click inside the
script. A Run External Script node appears.
node and choose the Network VRU script from the list; then click
variable Estimated Wait Time now contains a value in the EstimatedWaitTime
field and can be passed to peripherals.
Note that a Run
External Script node is required to send the EstimatedWaitTime to SocialMiner.
Wait node: The wait
period before an agent becomes available.
End node: The script
ends if no agent becomes available.