Nortel Express User Manual page 133

March 2005
Example
At BestAir Airlines, callers waiting to speak to a sales agent hear a recorded
announcement. If they are still in the queue after 20 seconds, then they hear a
second announcement that asks them to have their customer account number
ready for the sales agent. Between announcements, customers hear music.
Using Expected Wait Time and Position in Queue
Expected Wait Time and Position in Queue are optional features that can be used
when playing the first wait announcement. They are used to
make a decision on what type of announcement to play to the caller
!
depending on the value of Expected Wait Time and Position in Queue
inform callers of their expected wait time
!
Nortel does not recommend using Expected Wait Time and Position in Queue
together. The actual expected wait time should only be played in unusual
circumstances, and the actual position in queue should not be played.
You must understand the normal day-to-day traffic patterns of the call center
before configuring these features. You must determine the average value for
expected wait time or position in queue, so that you can play appropriate
messages.
The following table summarizes when Expected Wait Time and Position in
Queue should be used:
Intrinsic
Expected Wait
Time
Position in Queue to choose an
Call Center Management Guide
Most common
use
to choose an
appropriate wait
message to play to
the caller
appropriate wait
message to play to
the caller
Configuring call treatments and call routing
When not to use
when the skillset
receives calls of
different priorities
when the skillset
receives calls of
different priorities
Play value to
caller
only during
unusually high
traffic
not recommended
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