Using Intelligent Queue 411
Messaging
and
Reporting
Smart Choice
Trees, Time of
Day, Day of
Week, Time in
Queue, and
Reporting
Time in Queue
messaging*
Provides callers with expected wait times and
position in queue and updated position messaging.
Unlimited layers
for interactive
trees
Interactive Trees can capture all departments and
potential customer requirements with unlimited sub-
menu.
Voice trees
(Smart Choice)
Performs automated attendant operations to guide
callers to the most appropriate information,
Automatic Call Distribution (ACD) path or extension.
Enhanced call
flow
When programming interactive trees in Intelligent
Queue, you can now direct call flow based on
conditions, and other trees, as well as actions.
Updated position
in queue*
CAUTION: Updated position in queue is supported
on the 3300 ICP and the SX-2000.
With Updated position in queue, Intelligent Queue
informs callers of their queue position when they first
enter a queue, and keeps callers updated
throughout their wait as their position changes.
NOTE: In order to use Updated position in queue,
you must enable all HCI options on Class of Service
Assignment form 1 (COS 1). See "Appendix A 3300
ICP port configuration" in the Intelligent Queue
Installation Guide.
Post choice
greetings
Intelligent Queue has the ability to play a greeting
after a customer has made a choice in the interactive
tree and prior to being transferred.
Expected wait
time messaging*
You can now base time in queue messaging on the
expected wait time, in addition to providing a
customer with the current number of callers in
queue, or the current longest waiting caller. (Average
Talk Time X Current Calls Waiting)/Agents Available
= Expected Wait Time).
Intelligent
messaging
Intelligent Messaging provides callers with time of
day, day of week and exception-based messaging. It
reassures callers that their calls are important and
informs them of special time/day exceptions.
Reporting* Enables Intelligent Queue reporting.
Table 17-1: Overview of Intelligent Queue functionality (Continued)
Licenses Feature Details