Estimated Wait Time Announcements; In-Queue Digit Processing And Announcements - 3Com 3C10402B Administrator's Manual

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Estimated Wait Time
Announcements
In-Queue Digit
Processing and
Announcements
D G
ISTRIBUTION ROUPS
The system routes any call to the ACD within the operating hours to its
agents. Any call that arrives outside the ACD operating hours generates a
Closed announcement, and the system forwards the call to preconfigured
call coverage.
Dynamic or Emergency Shifts
If an ACD is closed, you can force it into an Open state to accept calls
during an emergency (click Call Distribution Groups > ACD Groups and
then click Open/Close).
Designate the start of shift as the time of the Force Open action. All
statistics for Least Call Count and MIA begin from this Force Open Start
time. The End time for this dynamic or emergency shift is either the Start
time of the next shift or the Force Close time, whichever happens first.
You can configure the system to provide recorded announcements that
inform the caller approximately how long it will be before an agent
answers the call. For example, you can record an announcement such as
"An agent will take your call in approximately one minute. Please stay on
the line."
This time interval is called Estimated Wait Time. The system uses both
static and dynamic information to calculate Estimated Wait Time. To
designate an announcement as an Estimated Wait Time Announcement,
click Call Distribution Groups > ACD Groups, click an extension or Add,
and then click the Announcements tab.
Estimated wait time announcement is not supported in SIP-mode systems
at this release.
While a call is in the ACD queue, the calling party can press a digit to
force the system to take the call off the queue and forward it to the Call
Coverage path. You configure this In-Queue Digit Hot Key in the
Announcements window. (The default digit is '#'.)
The Call Coverage path can be one of the following:
Call coverage path of the ACD group itself (default)
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Auto Attendant
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ACD Voice Mailbox
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