Mitel Version 5.7 SP1 Number of ports purchased

Planning the number of ports you require 425

The type of the message played by a port also has an effect on the number of ports required by Intelligent

Queue. If the message is generic in nature and can be shared by several applications, the system requires

fewer ports. For instance, if a RAD port plays the message, “Please hold to maintain your call priority,” then

more than one ACD group can use this port. If the message is more specific, a new port is required. For

example, only a sales ACD group would use a RAD port that plays the message, “Please hold to speak with a

sales representative.”

With Intelligent Queue, you can combine different types of messages within a messaging plan:

Interactive trees play advanced messages that are played before a caller enters the queue. An initial message

greets callers and lists their options. The caller selects from the options by pressing a telephone digit. The

caller can then navigate through multiple options to arrive at the information or ACD path that best suits their

needs.

RAD messages are basic in-queue messages. Intelligent Queue plays RAD messages to greet callers and

provide advertisements or information while callers wait for an agent. These are “Thank you for holding” type

messages. Messages must be .wav files. Music can be .wav or MP3 files or an external music source such as

an audio CD.

NOTE: If you have Contact Center Management version 4.x, and you want to use time in queue messaging,

you must have the Client Component Pack installed before you install Intelligent Queue.

Time in queue messages are played to a caller while in queue. They are based on real-time ACD statistics,

such as the expected wait time before the call is answered.

This is how Intelligent Queue calculates the expected wait time: If there are agents available: Expected Wait

Time = (Average Talk Time for the Queue x Calls Waiting in the Queue) / Available Agents, and if there are no

agents available: Expected Wait Time = Average Time to Answer for the Queue

Updated position in queue messages are played to a caller while in queue. They inform customers of their

initial queue position, and keep them informed of their position as it changes, at preset intervals.

Intelligent Queue Updated position in queue will provide the position but will not provide the message. If you

want the callers in queue to hear a messages, for example, “Your call will be answered next” or “You are in

position...“you must record the message.

See “Recording voice prompts” on page478.

You should consider the length of the message that callers hear when determining the number of ports the

system requires. If all of the ports are busy playing messages to callers, new callers have to wait until the

previous message finishes before they are answered.

Intelligent Queue has no restriction on the length of the message files, however, the PBX does. You must

program the length of the message in the PBX Class of Service (COS).

Number of ports purchased

The number of Intelligent Queue ports you have purchased is shown on the Mitel Options sheet and in the

Intelligent Queue Administration menu. Intelligent Queue supports a maximum of 60 IP ports per PBX.