Genesys Cloud (formerly PureCloud)

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Get the Position In Queue as a variable

  • 1.  Get the Position In Queue as a variable

    Posted 08-04-2020 06:51
    Hello,

    For one of our customers, we would like to play their customized Position in Queue message to the callers.
    Now, I am aware that we can simply change the system prompts to achieve this, however, there are many languages involved and the prompts are such that in one language the position in the queue is played as an ordinal number (for eg. You are the first caller in line in English) whereas it should be a normal number in another language (For eg.- You have two callers ahead of you in German)
    So simply replacing the system prompts and selecting one of the following would create confusion in other languages-



    Is there any way I can get the value of the position in queue in a variable and then play User prompts based upon the value of that variable?

    Any input would be helpful.
    #AskMeAnything(AMA)
    #Routing(ACD/IVR)

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    Aakanksha Goyal
    Cloudoe BV
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  • 2.  RE: Get the Position In Queue as a variable

    GENESYS
    Posted 08-04-2020 09:11
    Call.PositionInQueue is a built-in variable.
    https://help.mypurecloud.com/articles/architect-default-variables/



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Get the Position In Queue as a variable

    Posted 08-04-2020 09:50
    Oh alright Melissa, thanks much!
    This made it so easy.

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    Aakanksha Goyal
    Cloudoe BV
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