Stating your place in the queue 2

[scottyjohn]

Hi all,
Is this possible to do with a standard definity with vectoring or do you need an IVR or auto attendant of some kind?

John
ski_69@hotmail.com

 

[p26974]

Hi Scottyjohn

I'm unsure on what is required as far as the technical side is concerned, but beware if you use multi-skilling for Agents. It can make customers actually move 'backwards' in the queue, in that other calls can take higher priority and can make a customer potentially go from being 10th in the queue, to being 20th.......!!

p26974

 

[one4play]

you can do it by vectoring If you don't require accuracy

EWT Setup:

VECTOR 1

1. queue-to Skill ?? pri h

2. goto step 4 if expected-wait for call <= 600 (10 Min)

3. busy

4. wait-time 12 seconds hearing ringback

5. announcement #### (“Thank you for calling _________. All agents
are busy, please wait and we will get to your call as soon as possible”)

6. goto vector 2 if unconditionally

VECTOR 2
1. goto step 13 if expected-wait for call > 260

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 #### (“Thank you for waiting.Your call should be answered within the next minute”)

6. goto step 14 if unconditionally

7. announcement #### (“Thank you for waiting. Your call should be answered within approximately one to
two minutes”)

8. goto step 14 if unconditionally

9. announcement #### (“Thank you for waiting.Your call should be answered within approximately two to
three minutes”)

10. goto step 14 if unconditionally

11. announcement #### (“Thank you for waiting. Your call should be answered within approximately three to
five minutes”)

12. goto step 14 if unconditionally

13. announcement #### (“We apologize for the delay. Due to heavy call
volume, you may have to wait longer than five minutes to speak to a
representative.)

14. wait-time 120 secs hearing music

15. goto step 1 if unconditionally

 

[cmcdan1523]

The only problem I see is that if the wait time is longer than a few minutes. If a call is expecting a wait time of greater than 5 minutes a caller could hear that 3-5 wait time message for more than 5 minutes depending on the actual expected wait time.
I guess you would need to adjust these various message lengths depending on your specific max wait times in those queues.
We have a conversant to update the expected wait time for callers, but I just had a thought.
Why not create a series of different vectors, with each representing a different hold time length.
If the expected wait time is fime minutes, start the call at vector 5 and play "wait time is 5 mintues". Play 60 seconds of music and use a goto vector 4 step.
In vector 4 play message "your call should be answered within 4 minutes", play 60 seconds music. Use another goto vector 3 step.
In vector 3 "your call should be answered within 3 minutes", etc, etc, etc........

If a new call comes in and the expected wait time is 180 seconds start the call at the 3 minute wait time vector.
As always you should queue the call at the original vector.

Just a thought.

 

[scottyjohn]

Thanks guys,
I had a thought that you could do it with vector steps but just wasnt sure if it would get too messy! Seems okay though thanks for the help.

John
ski_69@hotmail.com