Computation of expected wait times using Call Center Elite

[dudecrush]

All,

I've got a Definity G3R (load 11), CMS R12, and a Conversant system which does nothing but give callers expected wait times in a queue.

I'd like to ditch the Conversant, since it's old and no longer supported. A vendor told me that with the Call Center Elite package on our PBX, the expected wait times can be programmed.

I didn't think that you could do that with vectoring. Can anyone tell me how to do this? What are the commands?

 

[AvayaTier3]

display system-parameters features                       Page  10 of  13   SPE A
                        FEATURE-RELATED SYSTEM PARAMETERS

CALL CENTER SYSTEM PARAMETERS
  EAS
         Expert Agent Selection (EAS) Enabled? y
        Minimum Agent-LoginID Password Length: 5
          Direct Agent Announcement Extension:                    Delay:
    Message Waiting Lamp Indicates Status For: station

  VECTORING
                    Converse First Data Delay: 1      Second Data Delay: 2
               Converse Signaling Tone (msec): 100         Pause (msec): 70
                     Prompting Timeout (secs): 4
         [b][COLOR=red]        Interflow-qpos EWT Threshold: 2[/color][/b]
    Reverse Star/Pound Digit For Collect Step? n
          Available Agent Adjustments for BSR? n

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com

 

[dudecrush]

OK....Maybe it won't work - I don't have the Interflow-qpos setting. Looks like I don't have what I think I do.

 

[AvayaTier3]

Examples are from g3v10 with call center 9.1

display system-parameters customer-options               Page   5 of  10   SPE A
                         CALL CENTER OPTIONAL FEATURES

                          Call Center Release: 9.1

                                ACD? y     PASTE (Display PBX Data on Phone)? y
                       BCMS (Basic)? y                          Reason Codes? y

         BCMS/VuStats Service Level? y             Service Observing (Basic)? y
                    Call Work Codes? y     Service Observing (Remote/By FAC)? y
                  CentreVu Advocate? y              Service Observing (VDNs)? y
          CentreVu Dynamic Advocate? y                             Timed ACW? y
      DTMF Feedback Signals For VRU? y                     Vectoring (Basic)? y
       Expert Agent Selection (EAS)? y                 Vectoring (Prompting)? y
                            EAS-PHD? y             Vectoring (G3V4 Enhanced)? y
                   Forced ACD Calls? n     Vectoring (ANI/II-Digits Routing)? y
                                           Vectoring (G3V4 Advanced Routing)? y
          Lookahead Interflow (LAI)? y                     Vectoring (CINFO)? y
Multiple Call Handling (On Request)? y      Vectoring (Best Service Routing)? y
    Multiple Call Handling (Forced)? y                  Vectoring (Holidays)? y

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com

 

[dudecrush]

Well...I do have the G3V4 Advanced Routing turned on. Any reason why I can't see the EWT Threshold?

 

[nfstroll]

You should be able to write EWT steps in your vector, i.e,

..
8 goto step 11 if EWT skill 1st > 180
9 goto step 13 if EWT skill 1st > 240
10 goto step 20 unconditionally
11 annct xxxxxx1 (your EWT is greater than 3 minutes)
12 goto step 20 uncon
13 annct xxxxxx2 (your EWT is greater than 4 minutes)
14 goto step 20 uncon
..
..
20 queue skill 1st p m

A couple of caveats - first, make sure your call volume is high enough for the EWT to be accurate (Avaya states 60 calls per interval I believe); second, this burns up announcements and step processing to some degree; third, you have to really think through the times and steps. This will not exactly replicate the conversant which speaks the actual wait time, all you can do is give an estimation.