SAP Knowledge Base Article - Preview

2253768 - Custom IVR: Estimated Waiting Time is wrong when there is no calls is the queue

Symptom

  • You've created a custom Interactive voice response (IVR) in SAP Contact Center.
  • Upon further testing, it is noticed that if there is no calls in the queue, the system does not calculate correctly and uses the "Max. Waiting Time". Although this would not have any effect on the potential customer as there is really nobody in queue to notice this, you believe this is incorrect.

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Environment

SAP Contact Center

Product

SAP Contact Center, on-premise edition all versions

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7 , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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