you are number x in queue? 1

[Luciandk]

Hi guys

I got a request from a customer who wants to have a ”you are number x in queue” on their IVR.

We are running Avaya 6.0

What I need is as simple a setup as possible, that can tell the customer what number their are in queue every x seconds - also if the customers number in queue haven’t changed.

Can you help me with some examples on a queue vector that can do this?

Thanks!

//Luciandk

 

[azrael2000]

Try this link.
It is a really good document, and I use it enough.

http://downloads.avaya.com/css/P8/documents/003683701

(Note this is for a UCM voicemail system. Having never used the 6.0 version, I'm not sure how much help...but hopefully it will be some).

I think you are looking is section 17. Using a Queue Position Action

Regards

 

[Luciandk]

Hi azrael2000

Don't have the Avaya IP office version. We are running Avaya 6.0 Aura. So need to code this in a vector.

//Luciandk

 

[Okkie26]

Go to the cm version.

This is IP Office.

 

[Okkie26]

Nest to that,

I advise my customers NOT to use the queue position option.

This because the info is useless for the caller, because it doesn't say anything AT ALL on how long he/she has to wait.


I rather have 10 callers in front of me, each taking 1 minute, then one caller taking an hour..

 

[azrael2000]

I actually remember a person who had as there module recording saying where they were in the queue, and then a recording "Estimated wait time 5 minutes".

Crooked I know, but worked for him (grin).

Regards

 

[IPGuru]

I am with Okkie

Queue Pos & Queue time are invariably counter productive

callers either get pissed off fed up & go elswhere because the queue pos is high (even if beeing answered quickly),get pissed off fed up & go elswhere becaue the estimated time is too high or get pissed off fed up & complain like mad because they have spent 20 min being told eta 1 minute because 1 call suddenly took much longer than normal.

I have never know it to provide any +ve enhancement to a callers experience.


Do things on the cheap & it will cost you dear

 

[hairlessupportmonkey]

Ive had a taxi company ask me for this on their IVR.

I mean WTF? A taxi company?

ACSS - SME
General Geek

 

[amriddle01]

The second I hear a queue message for a Taxi I'm calling elsewhere