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Old 06-30-2016, 01:31 PM
kgerhold217 kgerhold217 is offline
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Default 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.
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Old 07-01-2016, 01:47 AM
kruegerb kruegerb is offline
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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
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Old 07-20-2016, 11:28 AM
kgerhold217 kgerhold217 is offline
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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.
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Old 07-21-2016, 08:54 AM
mnorst mnorst is offline
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Quote:
Originally Posted by kgerhold217 View Post
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.
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File Type: zip IVR Playback Processed block.zip (64.3 KB, 4 views)

Last edited by mnorst; 07-21-2016 at 08:56 AM. Reason: Add Attachment
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Old 07-22-2016, 06:40 AM
kgerhold217 kgerhold217 is offline
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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?
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Old 07-22-2016, 09:39 AM
mnorst mnorst is offline
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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.
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Old 07-22-2016, 02:28 PM
kgerhold217 kgerhold217 is offline
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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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