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It is not possible to get the EWT value from Communication Manager.
However, it may be possible for you to calculate your own estimate based on values like average-speed-of-answer, calls-waiting and number of agents available for a particular split.
You can get these values using a vu-display button on a softphone. Below is a description of how you might go about doing this:
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There is a feature on Communication Manager called VuStats. It allows a phone user to have some statistics displayed on his screen by pressing a button which has been configured as type vu-display. You can write a DMCC application that registers a station, presses the vu-display button and received DisplayUpdated events. It should then
be a simple matter of parsing out the statistics from the Display string.
VuStats, and the required configuration is covered in the document "Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide". This document is quite old and I am not sure if there is a newer version available but it is still releveant. I also recommend that you get a copy of "Avaya Aura Communication Manager Screen Reference".
Below are examples from the Hunt Group, Station and VuStats configuration - for other configuration, refer to the document.
Hunt Group: You will need to turn on measurements for the hunt group.
change hunt-group 1 Page 2 of 4
HUNT GROUP
Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal <<<<<<
VuStat Format: You will have to define one or more Vustat Formats. These will define what stats are shown and how they will appear. You will need to refer to the documentation and maybe experiment a bit to find out what stats are available.
change vustats-display-format 1 Page 1 of 1
VUSTATS DISPLAY FORMAT
Format Number: 1 Object Type: split
Next Format Number: none Update Interval: 30
Data Field Character: $
Number of Intervals:
Format Description: SP=$$ W=$$$ OLD=$$$$$ CALLS=$$ ABAN=$$
Data Type Format Period
1: split-number
2: calls-waiting
3: oldest-call-waiting m:ss
4: agents-on-acd-calls
5: calls-abandoned day
This format will be shown on a phone display something like:
SP=1 W=0 OLD=0:00 CALLS=1 ABAN=3
Station: You should add a new station which will be controlled by the application. Apart from the usual configuration, you will need to add a VuStat button that applies the VuStat format(s) that you defined previously to the hunt group (in this case VuStat Format 1 & Hunt Group 1). If you have defined more than one format or are monitoring more than one hunt group, you will need several vu-displaay buttons.
change station 40501 Page 4 of 5
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:
ABBREVIATED DIALING
List1: List2: List3:
BUTTON ASSIGNMENTS
1: call-appr 5:
2: call-appr 6:
3: call-appr 7:
4: vu-display Fmt:1 ID:1 8:
Once this is done, use the DMCC Dashboard to register the station & monitor for DisplayUpdate events. Press the vu-display button and make sure the display is updated correctly. Once that works, you can write your application to automate the process.
Martin
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