Recording Ewt Greetings; Examples Of Ewt Greetings - Nortel Call Center Set Up And Operation Manual

136 Chapter 10 Setting up Routing Tables

Recording EWT greetings

The first step in setting up an EWT Table is recording EWT greetings. EWT greetings notify
callers of their expected wait time in a skillset. Refer to
page 115.

Examples of EWT greetings

Greeting 100
Greeting 101
Greeting 102
Greeting 103
Greeting 150
In this example, greetings 100 - 103 are wait time intervals.
Greeting 150 is the last greeting in the table that covers any wait time situation.
All of the options available for a normal Greeting Step are available for the EWT greeting, such as
Forced Play and Basic and Advanced Intelligent Caller Input Routing. Callers can interrupt an
EWT greeting the same way they interrupt a normal greeting.
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Based on the current volume of calls, the next agent will be available in a
minimum of two minutes.
The expected wait time for your call is approximately three minutes.
We're experiencing higher than normal call volumes. You will be waiting
approximately five minutes.
The expected wait time for your call is approximately ten minutes.
Thank you for continuing to hold. We are experiencing high call volumes.
Please stay on the line and your call will be answered by the next available
agent.
"Recording a Call Center greeting" on