Avaya 6 manual Queue ETA, ∙ Next

Voicemail Pro Actions: Queue Actions

4.11.1 Queue ETA

The Queue ETA action plays the estimated time to answer (ETA) in minutes to a caller in the queue of calls for a hunt group. It is not used for calls queued for a user.

The ETA is supplied by the IP Office when it requests a queue or still queued announcement message to be played to a caller. It is calculated based on the queued time in the previous hour of the last 5 queued and answered calls. It is always rounded up to the nearest minute. For an example, see Customizing Queuing 278 .

Normally a simply announcement is used that does not include queue position and estimated time to answer. However if required the Queued and Still Queued call flow start points can be added and customized using actions including this one.

∙When calls are presented to a hunt group on the IP Office, calls waiting to be answered are queue in order of priority and then longest waiting. By default internal caller's have Low priority while the priority of external callers is set by the IP Office Incoming Call Route used to route the call (default also Low).

∙Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer (ETA) and queue position announcements to callers, since those values will no longer be accurate when a higher priority call is placed into the queue. Note also that in such a situation Voicemail Pro will not allow a value already announced to a caller to increase.

∙The IP Office Manager option Synchronize calls to announcements should not be used with call flows that include this action.

Settings

1. Click the Queue Actions icon and select Queue ETA.

2.The General

176, Entry Prompts

177 , Reporting 182 and Results 183 tabs are standard tabs available to all actions.

3. Select the Specific tab. This tab may include any further prompts to be played to the caller after they hear their ETA.

Results

This action has the following result which can be connected to a further action:

∙Next

Connect the result Next to a relevant action.

Voicemail Pro Installation and Maintenance	Page 255
IP Office Release 6	15-601063 Issue 22e (16 May 2010)