Retrieve & Display Wait Time

Purpose

This method retrieves the expected wait time to be connected to an agent. This enables mobile users to use this information to decide whether or not to hold.

A request is sent to the server to get the Estimated Wait Time (EWT) when a user selects the Call Now action. To minimize the number of requests to the telephony server, the EWT is based on statistics collected over a period of time. (There is therefore no need to request it at very short time intervals.) Once the EWT is returned, the server directs the user to the relevant voice queue.

URI Syntax and Example

http://[host:port]Application Name/version/[version]/account/[accountID]/[object]/[Object-Id]/[Object-Instance-Id]/[operation]

https://api.interact.jacada.com/version/1/account/<accountid>/voice/queue/3099/EWT

3099 represents the voiceQueue, sent to the client via local function local://call?phone=0123456789&voiceQueue=3099.

tog_minusRequest Parameters

The request parameter is as follows:

Name

Type

Description

voiceQueue

alphanumeric

Voice queue name. Checks for the wait time in a specific voice queue.

The voiceQueue is an alphanumeric voice queue name, which checks for the wait time in a specific voice queue.

HTTP Method

GET

Response

HTTP OK 200

tog_minusResponse Body Parameters

The response parameters are as follows:

Field Name

Data Type

Description

VoiceQueue

string

Unique queue identifier.

ewt

numeric

Estimated waiting time in seconds. The value -1 indicates an error.

ewtMessage

string

A message displayed to the user.
tog_minusResponse Example

A response example is as follows:

{

 "queueEstimatedWaitTime" : {

         "voiceQueue": "3099",

         "ewt": "100"

         "ewtMessage": "Failed to retrieve EWT"

         }

}