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Old 04-17-2012, 07:16 PM
sfitzg sfitzg is offline
Join Date: Jul 2010
Location: Auckland, New Zealand
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Default AACC Time in queue display

I have a customer that considers going to the intrinsics to get call information too cumbersome to use. The two things they want readily available to agents is collected digits formatted (12345678 should be displayed as MIT 1234-5678) ready for entry into a CRM application and the time waiting to be answered for this contact to be easily displayed. Currently the user would have to work their way down to intrinsics for each call, make it wide enough to view the history and then subtract one date and time from another to work out if they are going to have an angry customer or not.

The first has been achieved by using screenpop to pass the collected digits to a web page that displays them in the correct format.

My intention for the second was just to capture the time of day when the call arrived and also pass that out to the same web page to calculate the difference between call arrival time and 'now' and just display 'the call has been waiting XXX seconds'. So a simple web page screen pop would give the customer both items they wanted.

Note that as only one parameter can be passed for a screen pop, the collected digits and time would be concatenated into a single string to be parsed by the web page.

However it turns out only certain variable can be parsed through TO STRING and time of day is not one of them.

Anyone got any ideas on alternative options.

Thanks for your help,

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