Nope. The on hold handler on fires with the Eic_State of "H" only when the user or the hold toolstep puts the call. When it is in queue, the Eic_State is "S" or "O" and the OnHoldRandonmizationMonitor handler does not fire off
Eic_CallStateString:ACD - Wait Agent
Eic_State:SEic_CallState:Connected
CallLog:14:39:57: Initializing
14:39:57: Offering
14:39:57: ANI: 2101
14:39:57: DNIS: 1805
14:39:57: Call answered
14:39:58: Entered Workgroup Customer Service 1
14:39:58: Offering
14:40:05: ACD - Wait Agent
14:40:05: ACD - Wait Agent
14:40:05: ACD - Wait Agent
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Steve Owen
Avtex
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Original Message:
Sent: 06-07-2019 12:37
From: Mark Tatera
Subject: Whisper on-hold time in agent's ear
Steve,
I think I could be wrong but isn't call state H for any call that is on hold, including calls which are in ACD Wait Agent status meaning this would be looping around and sending custom notifications for all calls on hold, regardless if they were on hold from an agent putting the call on hold. I think you could get some efficiencies by only invoking the code if the call was put on hold by an agent and adjust the loop so it is not looping every second but is instead initiated only needed every 30 or 60 seconds when we want to notify the agent. Although this handler is real lightweight I would be concerned running it on a server with heavy call load.
Thanks,
Mark
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
Original Message:
Sent: 06-03-2019 10:18
From: Steve Owen
Subject: Whisper on-hold time in agent's ear
Here is an example of how this can be accomplished.
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Steve Owen
Avtex
Original Message:
Sent: 06-03-2019 10:02
From: Steve Owen
Subject: Whisper on-hold time in agent's ear
This is a fairly straight forward handler customization. You can add a hook into CustomOnHoldAudioRandomizationMonitor to send a custom notification to track the held call time. Set an attribute for that call and then setup a queue column in Interaction Administrator to display that attribute. You can then add a hook to play a message to the user using Station Audio. Let me know if you want me to send you an example of what I am referring to.
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Steve Owen
Avtex
Original Message:
Sent: 03-14-2019 11:43
From: Craig Andree
Subject: Whisper on-hold time in agent's ear
When an Agent puts a caller on hold, we are being asked to whisper the ongoing hold time in the Agents ear every 30 seconds. "On-hold 30 seconds", "On hold 60 seconds", etc...
Has anyone done anything similar?
Thanks for your input!
#Handlers
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Craig Andree
SECURIAN FINANCIAL NETWORK
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