Voicemail Pro Page 284
15-601063 Issue 20l (03 March 2009)IP Office
6.11.1 Queue ETA The Queue ETA action plays the estimated time to answer (ETA) in minutes to a queued caller. The ETA is calculated
based on the queued time in the previous hour of the last 5 queued and answered calls. The ETA is always rounded up to
the nearest minute. For an example, see Customizing Queuing .
The ETA is calculated and supplied by the IP Office when it requests a queue or still queued message is played to a caller.
·In Incoming Call Route 'Priority'
The IP Office supports a configurable Priority setting (1, 2 or 3) on its Incoming Call Routes. In situations where
calls are queued, high priority calls are placed before calls of a lower priority. This has a number of effects:
·Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to
provided queue ETA and queue position messages to callers since those values will no longer be accurate
when a higher priority call is placed into the queue. Note also that Voicemail Pro will not allow a value already
announced to an existing caller to increase.
·The IP Office Manager option Synchronize calls to announcements should not be used with call flows that
include this action.
To add a Queue ETA action:
1.Click the Queue Actions icon and select Queue ETA.
2.Select the Specific tab. This tab may include any further prompts to be played to the caller after they hear their ETA.
3.The Entry Prompts tab should include any prompts to play to the caller before they hear their ETA. For more
information, see Entry Prompts Tab .
Connect the result Next to a relevant action.
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