Approximate wait time for the customer

[sozmena]

Hi all,
In the vector I want to make the customer listen to an
announcement which is telling him the approximate wait time.
For example if the wait time is less than 1 min. the
announce will say "Max. wait time is 1 min." and if it is
less than 2 min (and > 1 min.) another announce will say
"Max. wait time is 2 min."
I tried "expected wait" or "wait improved" in "goto" command
line but it didn't worked.
How to use them ? or what to do to make this ?

Thanks and my best regards,

sozmena Share what u know, learn what u don't

 

[sozmena]

Hi again,
Instead of wait time I can also use an announce which says
"You are Nth in the queue".

Or another thing like this which gives info. to the customer
about the queue or the wait time.

sozmena Share what u know, learn what u don't

 

[Stu4rtc]

The following example is from the Avaya docs.

1. goto step 13 if expected-wait for call > 280
2. goto step 11 if expected-wait for call > 165
3. goto step 9 if expected-wait for call > 110
4. goto step 7 if expected-wait for call > 55
5. announcement 3501 ("Thank you for waiting. Your call should be answered within the next minute&quot
6. goto step 14 if unconditionally
7. announcement 3502 ("Thank you for waiting. Your call should be answered within approximately one to two minutes&quot
8. goto step 14 if unconditionally
9. announcement 3503 ("Thank you for waiting. Your call should be answered within approximately two to three minutes&quot
10. goto step 14 if unconditionally
11. announcement 3504 ("Thank you for waiting. Your call should be answered within approximately three to five minutes&quot
12. goto step 14 if unconditionally
13. announcement 3505 ("We apologize for the delay. Due to heavy call volume, you may have to wait longer than five minutes to speak to a representative. If possible, we suggest that you call between the hours of 8am and 10am for the fastest service&quot
14. wait-time 120 secs hearing music
15. goto step 1 if unconditionally

 

[TeleBOYWONDER]

Just like Avaya to give a bad example.
Where does the call ever get queued?? (Or maybe they queued it first and numbering on the example excludes some steps. )

Also there is a strong chance of the call be dropped because continuous looping without a second queue.

 

[TeleBOYWONDER]

Actually I should say if you queue it again, use a higher priority cause sending it to the original queue in the vector would be a NO NO!

 

[ctr999]

We do something a little like that. I do an expected-wait time check before the call is queued. If it is greater than 3 minutes, we play a message telling callers there wait time could be greater than 3 minutes and queue the call. If the wait time is greater than 2 minutes, we play a message that says we are experiencing heavy call volume without a time, then queue the call. Under two minutes, the call gets queued without a message.

To be honest, I am not sure we get a whole lot of benefit from it other than getting some people to hang-up before they are queued and keeping the abandon rate in the skill down a little. It takes up a lot of lines in the vector. Also, unless you are doing the check on a fairly high-volume skill, the Expected Wait Time calculation sometimes is not even close to the actual wait time.

Hope that helps