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-   -   Counting IVR Voicemail (http://support.avaya.com/forums/showthread.php?t=11736)

kgerhold217 06-30-2016 12:31 PM

Counting IVR Voicemail
 
Does anyone have any idea how I could display how many IVR voicemail were left for a queue in a real-time view? I need to have something that will show the current count not just a total count which could be done with a variable.

kruegerb 07-01-2016 12:47 AM

the current number of voice mails can be seen in topic table in counter NVoiceMals, The counter is also available as single counter in Value element for topic

kgerhold217 07-20-2016 10:28 AM

I tried this but this only show a total of voice mails. What I am looking for is a currently total of voice mails waiting to be listen to. Example: 5 people leave voice mail, counter shows 5. Agent listens to 2 voice mails, counter shows 3. There has to be a way to do this. I was attempting to use a separate topic to try and track with waiting calls or abandoned calls without luck.

mnorst 07-21-2016 07:54 AM

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Originally Posted by kgerhold217 (Post 27858)
I tried this but this only show a total of voice mails. What I am looking for is a currently total of voice mails waiting to be listen to. Example: 5 people leave voice mail, counter shows 5. Agent listens to 2 voice mails, counter shows 3. There has to be a way to do this. I was attempting to use a separate topic to try and track with waiting calls or abandoned calls without luck.

Do you have a Processed block in your agent playback script after playing the message? My system counts down as vmails are answered and I believe it is because of the Processed flag being set.

kgerhold217 07-22-2016 05:40 AM

My IVR script does have the CC.VoiceMsgProcessed variable. This is a script variable so I am not sure how this would be able to count down. What variable or tag are you using to know this is counting down?

mnorst 07-22-2016 08:39 AM

I don't think the Processed flag actually contains a count, but instead flags the saved VM as processed and is then removed from the internal statistic automatically.

kgerhold217 07-22-2016 01:28 PM

Has anyone used the Task Tag vumsgq(?).nVoiceMsg ? According to the Task Tag Reference it specifies the number of voice mails on the system.

I have tried several ways to figure out how to get this value to display without any success. I have also tries using a variable in the IVR and passing it to a Tag in the cc database but I cannot seem to increment the value.


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