Hello,

For an inbound script, I would like to know if it is possible to display the number of calls that are waiting in queue.

The inbound call is routed by an IVR configuration, and uses an inbound call- and queue-flow.

Regards

It should be possible to get that information via a PureCloud data action, using the Data Actions.Execute Data Action action. You'll need the queue's id, which is available in the script variable Scripter.Queue ID.

Relevant resources:

• About the PureCloud data actions integration: https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/
• Look up data from an external source in scripts: https://help.mypurecloud.com/articles/look-data-external-source/
• Built-in script variables: https://help.mypurecloud.com/articles/built-in-script-variables/

Hello,

I already checked, those, but I can seem to find a 'waiting in queue' property.

I tried to use Architect's "Position in Queue" variable in this way:

At the beginning set a integer variable to : "Position in Queue + 1", and add a screen pop to show the value in the script.

So when the call is answered by an Agent we should see the remaining positions, which equals the queue size.

There should always be at least a value of 0, but nothing is displayed in the Script.

In the Developer Center, I can only find Estimated Wait Time:

api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime

Thx