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Voicemail Pro Installation and Maintenance Page 255
15-601063 Issue 22e (16 May 2010)IP Office Release 6
Voicemail Pro Actions: Queue Actions
4.11.1 Queue ETA
The Queue ETA action plays the estimated time to answer (ETA) in minutes to a caller in the queue of calls for a hunt
group. It is not used for calls queued for a user.
The ETA is supplied by the IP Office when it requests a queue or still queued announcement message to be played to a
caller. It is calculated based on the queued time in the previous hour of the last 5 queued and answered calls. It is always
rounded up to the nearest minute. For an example, see Customizing Queuing .
Normally a simply announcement is used that does not include queue position and estimated time to answer. However if
required the Queued and Still Queued call flow start points can be added and customized using actions including this
one.
· When calls are presented to a hunt group on the IP Office, calls waiting to be answered are queue in order
of priority and then longest waiting. By default internal caller's have Low priority while the priority of
external callers is set by the IP Office Incoming Call Route used to route the call (default also Low).
· Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue
estimate time to answer (ETA) and queue position announcements to callers, since those values will no
longer be accurate when a higher priority call is placed into the queue. Note also that in such a situation
Voicemail Pro will not allow a value already announced to a caller to increase.
· The IP Office Manager option Synchronize calls to announcements should not be used with call flows that
include this action.
Settings
1.
Click the Queue Actions icon and select Queue ETA.
2.
The General , Entry Prompts , Reporting and Results tabs are standard tabs available to all actions.
3.
Select the Specific tab. This tab may include any further prompts to be played to the caller after they hear their ETA.
Results
This action has the following result which can be connected to a further action:
· Next
Connect the result Next to a relevant action.
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