Nortel Express User Manual page 134

Configuring call treatments and call routing
How Expected Wait Time should be used
This feature estimates how long it can take for the current call to be answered by
a particular skillset based on historical information.
Nortel recommends that the Expected Wait Time only be played during
unusually high periods of traffic. For example, if the normal wait time for the
call center is 2 minutes, but a burst of traffic has increased the wait time to 5
minutes, then callers can be informed that they can expect to wait for at least 5
minutes. In this case, the expected wait time configuration may look like the
following:
Expected Wait Time
Between 0 and 2 minutes
Between 2 and 5 minutes
Over 5 minutes
Nortel recommends that the Expected Wait Time feature only be used in single-
priority systems. If calls of a different priority are queued to a skillset, then they
may be placed higher in the queue than lower priority calls. This can lead to
inaccurate announcements.
How Position in Queue should be used
Nortel recommends that this feature not be used to play callers' position in
queue to them. Even when all calls queued to a skillset have the same priority,
callers' positions in queue can change. Additionally, callers' positions in queue
may not be meaningful to them as, in most cases, callers do not know how many
agents the call center has available, and how long most calls take to complete.
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Message
"Your call will be answered by the
next available agent. Please hold."
"Your call is important to us and will
be answered shortly. Please continue
to hold."
"We are currently experiencing an
unusually high number of calls. Your
expected wait time is at least 5
minutes."
Symposium Express Call Center
Standard 2.0