Avaya VM Pro issue: Hold times are wrong 1

[Chris Cunningham]

Question,
I have IP office 500 V2, and voicemail pro. I am being told that customers are stating that while on hold, the system is reporting that they have an expected wait time of "1" minute, but then are on hold for a lot longer than that. Can you help me figure out A) where this setting is setup to notify about hold times, and B) have any ideas why it is reporting an inaccurate estimate?

 

[joe2938]

think about it, how would the system know how long the wait time will be? really this is based on the previous measuring hour or half hour. so this never really is an accurate measurement

 

[Chris Cunningham]

Im not used to it giving customers any estimation, did I check a box somewhere to enable it?

 

[joe2938]

with ot looking at the programming, how would I know that, sounds like it has ccr running as well

 

[Chris Cunningham]

Wow Joe, Very helpful. Does anyone else have something to offer?

 

[augustD2]

You probably have a a Queue ETA setup with your hunt group.

Go to VMPRO client
Specific start point
Group
You should see the name of your group there
If you cluick the name, you will see the call flow with Queue ETA on it.

 

[sizbut]

Don't get sarcastic Chris - joe's answer was maybe badly phrased but unfortunately for you it was accurate. Spoken ETA is not something that's configured by default, so someone with admin access to your systems set it up and without similar access we can only guess where they did that. You need to be using the Voicemail Pro client to look for a call flow that is using the Queue ETA action. When you find it best thing is replace it with a Queue Position action which is a bit more reliable. Most likely it will be in the Default | Queued start point or the Queued start point for the hunt group or they contain a module that is using that action.

Meanwhile the ETA only really works well in a group which has a good steady flow of calls. If its an few calls of variable length with breaks between calls or changes in numbers of answerers then the systems attempts to estimate ETAs are pretty poor, hence why speaking position is more reliable.

Stuck in a never ending cycle of file copying.

 

[holdmusic34]

Do an eta with queue position.
"You are in position x, and your estimated wait time is x minutes.:

Let me play my playmo please.

 

[janni78]

If everyone gets "one minute" it could be that "Synchronize Calls" are enabled on the huntgroup.

"Trying is the first step to failure..." - Homer

 

[sizbut]

Well spotted. There is a note in the help not to mix the two, that's maybe why.

Stuck in a never ending cycle of file copying.

 

[mattKnight]

>When you find it best thing is replace it with a Queue Position

Just never use Queue Position with priorities!

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[Okkie26]

Don't use queuing at all.


It doesn't say anything to the caller.

One call call can take an hour, 10 calls can take 5 minutes all together...