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  • 1.  Architect - Get estimated wait time before queuing

    Posted 10-13-2020 06:40
    Edited by Luca Assandro 10-13-2020 09:51
    No replies, thread closed.
    Hi all
    We need to verify the queues's EWT before to queuing the call cheching more than one queue; is possible to play a wait prompt for a group of data action?

    Thanks
    Luca
    #Routing(ACD/IVR)

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    Luca Assandro
    Lutech S.p.A.
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  • 2.  RE: Architect - Get estimated wait time before queuing

    Posted 10-13-2020 10:24
    No replies, thread closed.
    Do you mean you're wanting to play some kind of hold music or other delay while you are checking wait times / multiple data actions?

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    Dean Thames
    Koch Business Solutions
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    Original Message


  • 3.  RE: Architect - Get estimated wait time before queuing

    Posted 10-13-2020 10:31
    No replies, thread closed.
    yes Dean, exactly!

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    Luca Assandro
    Lutech S.p.A.
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    Original Message


  • 4.  RE: Architect - Get estimated wait time before queuing

    Posted 10-13-2020 12:22
    Edited by Dean Thames 10-13-2020 12:22
    No replies, thread closed.
    Have you just tried those actions in a flow to see if there's a customer facing delay perception? How many are you wanting to run?

    We're doing some similar things with staffing levels and condition checks in data tables & schedules, etc..., and haven't run into a situation where the caller could perceive a delay... which, I'm assuming is the reason why you'd want want to do this.

    I believe there's a processing audio option that can be leveraged as well. 

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    Dean Thames
    Koch Business Solutions
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    Original Message


  • 5.  RE: Architect - Get estimated wait time before queuing

    Posted 10-14-2020 09:59
    No replies, thread closed.
    The problem is that we execute a loop of data action, each one lasts 1 second and therefore the music of "execution data action" doesn't start, but the execution time of the entire loop is about 15 seconds, off silent! I tried with the audio whisper but that also doesn't start.

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    Luca Assandro
    Lutech S.p.A.
    ------------------------------

    Original Message


  • 6.  RE: Architect - Get estimated wait time before queuing

    Posted 10-14-2020 10:04
    No replies, thread closed.
    My first thought is that you would write a custom web service that takes input from the IVR telling it which queues to query, then it does all the queries, then returns the results back to the IVR. One Web Services Data Actions integration instead of multiple Genesys Cloud Data Actions being called in a loop.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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    Original Message


  • 7.  RE: Architect - Get estimated wait time before queuing

    Posted 10-14-2020 10:46
    No replies, thread closed.
    What's the functional reason behind the loop? 

    How many data actions are you running?

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    Dean Thames
    Koch Business Solutions
    ------------------------------

    Original Message


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