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Chapter 12 Tips for operating Call Center 165
Call Center Telephone Administration Guide
How to calculate the longest time a caller can be on hold
The formula used to calculate the longest wait time a caller can be on hold without hearing a
greeting is:
where:
• wait time is the longest time in seconds that a caller can be on hold without hearing a greeting
• maximum calls is the maximum number of calls that Call Center can normally handle
— In a call center where external calls are not transferred or forwarded to Call Center, the
maximum number of calls is the same as the number of lines programmed to be answered
by Call Center
— In a call center where external calls are frequently transferred or forwarded to Call Center,
the maximum number of calls is the total number of lines on the system.
For information on how calls transfer to a skillset, refer to “How incoming calls are sent to
a skillset” on page 39.
• voice channels is the estimated number of voice channels available to Call Center
— The minimum number of voice channels available is equal to the number of reserved
channels you set up in General call center parameters. Additional channels that are not
used by CallPilot can also be used. For example, even though you assign two reserved
channels when you set up the General Call Center parameters, Call Center can use
additional voice channels if and when they are available.
• maximum greeting length is the duration of the longest greeting of a skillset in seconds
Wait Time
maximum calls
voice channels
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1– x maximum greeting length=