Scripting Guide for Communication Server 1000/Meridian 1 PBX 507October 2007 Using sample scriptsc_Expected_Wait_MessageFunctionIn this script, a test determines if the contact center is closed because the day is aholiday, Saturday or Sunday, or if the time is after business hours. If the contactcenter is open and agents with the required skillset are available to answer thecall, it is queued to the skillset.The script then calculates the time callers can expect to wait before their call isanswered. If the expected wait time is less than 1 minute, the caller hears arecorded announcement stating that there is a short delay before the call isanswered. If the expected wait time is more than 15 minutes, the caller hears arecorded announcement stating that there is a long delay before the call isanswered.The caller is then informed of the expected wait time before the call is answered.If this time is exceeded, the caller hears a message apologizing for the delay.Script text/* Title: c_Expected_Wait_MessageNote: Replace skillset_sk with the desired skillset name.Global Variable List: Variable Type:1. holidays_gv - DATE (holiday dates)2. weekend_gv - DAY (contains Saturdayand Sunday)3. closed_hours_gv - TIME (value for closedhours)4. night_ran - RAN (RAN route forannouncement)5. emergency_ran - RAN (RAN route forannouncement)6. short_delay_ran - RAN (RAN route forannouncement)
