Expected Wait Time; How To Set Up Ewt - Nortel Call Center Set Up And Operation Manual

Expected Wait Time

Expected Wait Time (EWT) is a greeting step that plays an expected wait time greeting to the
caller. With EWT you can play a greeting based on the expected wait time of the call in a skillset.
If you use Multimedia Call Center, the expected wait time is displayed in the caller's browser.
Each EWT greeting table can contain up to 11 greetings. Up to 10 of these are wait time intervals
that you define with greetings for the expected wait time. The last greeting is a general greeting
that can cover any wait time situation. This is the greeting that plays when there are no wait time
intervals defined or if the EWT exceeds all the configured wait time intervals.
If you use Professional or Enhanced Call Center you can create a maximum of 20 EWT Tables. If
you use Basic Call Center you can create a maximum of 5 EWT Tables.
Note: Multimedia Call Center is not available for CallPilot 100/150
How EWT is computed is based on
• Average call duration: the time when a caller is on the phone with an agent. This is an average
for a predefined number of calls, based on the settings for the skillset.
• Number of higher priority calls ahead of the caller in all the skillsets that the same agents are
assigned to.
• Number of agents in a skillset
• Availability of agents for a skillset's calls

How to set up EWT

To set up EWT you:
1 Record EWT Greetings.
Refer to "Recording EWT greetings" on page
2 Set up the EWT Table.
Refer to "Setting up an EWT Table" on page
3 Create a Greeting step that uses an EWT Table.
Refer to "Adding a Greeting step" on page
4
Set the EWT parameters.
Refer to "Setting up or changing a skillset" on page
Chapter 10 Setting up Routing Tables
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