User guide

200 AltiWare ACC 5.1 Administration Manual
Queue Announcement
You can set up the system to announce a caller’s queue status—queue position and
expected queue time—when an incoming call enters a workgroup queue. To enable this
option, check Enable Announcement, then check Queue Position and/or Expected
Queue Time.
Queue Position - When checked, the system will tell the caller which position the caller
is at in queue.
Expected Queue Time - when checked, the system will tell the caller how long the wait
is expected to be. When calculating this number, the system will consider the average
agent call handling time and the position of the caller in queue. Please note that the
Expected Queue Time is an estimated number. Agents logging in or out of the workgroup
during operation hours will affect the actual handling time and cause deviation to the
expected queue time.
Expected Queue Time (round up to minutes) = [(Average Call Handling Time
x Queue Position) + 59 sec] / 60 sec
Expected Wait Time Sampling
To calculate Expected Queue Time, the system needs to take samples when a workgroup
starts operation. You can set the following parameters to set a sampling period and a
fixed Expected Queue Time announcement during sampling period. The expected queue
time counter is reset for all workgroups daily at midnight.
• Initial Expected Wait (Queue) Time [1 to 10 minutes] - This field defines the
expected queue time to be announced during the sampling period.
• Initial Sample Call Count [1 to 100] - How many calls you would like to use as
initial samples.
Queue Overflow Forwarding
The Queue Overflow Forwarding options are for handling long queues or long wait times
for callers. When a queue exceeds a set number of calls, or callers are waiting beyond a
set length of time, calls can be automatically forwarded to a voicemail box, AA,
extension, group, operator, or outside number.
To set options for handling queue overflow:
1. In the Queue Overflow Forwarding section, set options for:
• Calls in queue exceed - when the number of calls in queue are greater than the
defined number, new incoming calls will be overflowed to the defined target.
• Expected queue time longer than - when the longest queue time is greater
than the specified number of minutes, new incoming calls will be overflowed to
the defined target.
2. Check the Enable Forward to check box and from the drop-down list, select the
forwarding destination list to use if the queue length, wait time or service level
settings are exceeded. If this option is not checked, calls will go to the workgroup’s
voicemail.