Avaya 15-601063 manual ∙ In Incoming Call Route Priority, To add a Queue ETA action

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 164 .

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 230 .

Connect the result Next to a relevant action.

Voicemail Pro	Page 284
IP Office	15-601063 Issue 20l (03 March 2009)