sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems queue position announcements

hi all- would someone be so kind as to give me a rundown of how i would announce queue position and/or wait time to an incoming caller?

our system is a strata cix670 with a stratagy ivp8 voicemail card.

That would be a function of ACD. Do you have ACD?

yes we do. oaisys netserver v4.3 and strata acd.

I believe it would be under the ACD System Administrator by actions under Call Management. Let me warn you unless your well verse on the programming of the Toshiba and the ACD server I would not attempt to alter any established settings. Failure to properly setup & program ACD will result in a major problem in most cases.

so then as i understand it, i should be creating a new va script and calling it on the periodic announcement action for the queue?

No, there should not be a reason you would need to create a new script. Just go to the ACD administrator, select the group, select call management and use the drop down box to select the type of announcement you want for an initial announcement and a periodic announcement. Each announcement can provide a queue position (number of callers ahead of them), estimated wait time, and even give the callers an option to press 1 to go to voicemail.

Thank you for calling.
There are 10 callers ahead of you.
"To go to Mail press 1.
To wait in queue press any other key.


BUT, these may not be available if you have the Basic ACD agent licenses. You would need to upgrade to Enhanced agent licenses. If you do not see the options in the drop-down box, then they don't exist for you for your agent license type.

yes, you are right. there is a script in there that does what i need. i added it to the periodic message field and it works just fine. thanks for the help everyone.