Cisco Cisco IP Contact Center Release 4.6.1 Release Note
Figure 145: Transfer to IVR Using Outbound Option with CVP/ISN
Estimated Wait Time (EWT) Queueing
The Script Editor's built-in Minimum Expected Delay (MED) calculation does not apply to
IPCC. Instead, you can use a formula on an IF node to determine the MED between two
skillgroups.
IPCC. Instead, you can use a formula on an IF node to determine the MED between two
skillgroups.
When to use EWT Queing
Look ahead skillgroup checking of a secondary choice skillgroup should be done if there are:
•
no available agents in the primary or first choice skill group
•
the call has already been sent to a IVR queue point
•
the call has been queued to the primary or first choice skill group
•
an adequate amount of time has elapsed (customer and call dependent)
After the above conditions have been met, if there are no agents available in the subsequent or
secondary choice skillgroup, then Minimum Expected Delay (MED) of the subsequent skillgroup
should be calculated.
secondary choice skillgroup, then Minimum Expected Delay (MED) of the subsequent skillgroup
should be calculated.
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
237
Chapter 13: Example Scripts
Estimated Wait Time (EWT) Queueing