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Joined: Jun 2010
Posts: 6
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Joined: Jun 2010
Posts: 6 |
We have an AXXESS system using the 8.2 database. I would like to get queues set up for our Hunt Groups. We do not use ACD agents, HG rings at all phones in the group. Per the AXXESS administrators guide,(2/2002, page 108) I can do this, and then the manual points to page 237 for "details". Well, I'll tell ya and not keep you in suspense; there are NO details of how to create that CRA with the Estimated Wait Time message. The formula is on page 108, but I have no clue how (or where) to program the system to use this. Right now I have a CRA set up for Overflow, and very nicely after 3 minutes, users hear my sorry rendition of an operator saying "...high call volume..." etc, and are then sent back to the existing queue. How do I add "You are 4th in line and your estimated wait time is 12 minutes"?
Gregory Ritz
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Joined: Sep 2005
Posts: 840
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Joined: Sep 2005
Posts: 840 |
You go to yer Overflow CRA and add the Estimated Wait Time and Place in Queue audiotex recordings. So go to the CRA Day and Night greetings, right-click to add a new recording, click next and scroll to the bottom of the recordings and add whichever\both you want to try.
The values given to callers are dynamic, but I would not suggest using the wait time. It is possible with the right conditions for the wait time to actually go up while the call waits, but place in queue should only stay the same or decrement.
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Joined: May 2009
Posts: 1,198
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Joined: May 2009
Posts: 1,198 |
The Time to Wait is calculated within the hunt group itself. It takes the value entered in the Average Call Connect Time field and multiplies it by the number of calls in queue. As more callers join the queue, the announced time gets longer. In other words, it’s useless.
As Super said, Position In Queue is the way to go. Just be careful if your calls recall to a different hunt group. The number will change, and possibly go up. Having your caller go from second in line to sixth isn’t great customer service!
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Joined: Jun 2010
Posts: 6
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Joined: Jun 2010
Posts: 6 |
Thank you so much! I was going crazy looking for something with a formula - did not even occur to me to look at the recordings. I followed both your advice and just went with the position in queue.
Gregory Ritz
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