In simple terms, can Symposium Express be scripted to let the callers on hold know how long before their call is answered AND tell them where they are in the queue AND have the system update this information to them every X seconds? I was told we have to get the more robust $50k version of Contact Manager if we want this amount of granularity. Thanks whole bunches!
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Call wait time announcements Express 1
- Thread starter timnoe
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Afraid not.
The Symposium Express can play specific announcements that are triggered upon a configured range of either expected wait time or position in queue (example: 2-4 minutes or 5-10 callers in queue).
The full Symposium/Contact Center product can actually calculate and play the expected wait time or position in queue if it is using the ACCESS link to either CallPilot or Meridian Mail. Symposium Express does not have that link, so it can only play a more generic message.
The Symposium Express can play specific announcements that are triggered upon a configured range of either expected wait time or position in queue (example: 2-4 minutes or 5-10 callers in queue).
The full Symposium/Contact Center product can actually calculate and play the expected wait time or position in queue if it is using the ACCESS link to either CallPilot or Meridian Mail. Symposium Express does not have that link, so it can only play a more generic message.
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