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Chapter 10 Setting up Routing Tables 129
Nortel Networks Call Center Set Up and Operation Guide
Expected Wait Time
Expected Wait Time (EWT) is a greeting step that plays an expected wait time greeting to the
caller. With EWT you can play a greeting based on the expected wait time of the call in a skillset.
If you use Multimedia Call Center, the expected wait time is displayed in the caller’s browser.
Each EWT greeting table can contain up to 11 greetings. Up to 10 of these are wait time intervals
that you define with greetings for the expected wait time. The last greeting is a general greeting
that can cover any wait time situation. This is the greeting that plays when there are no wait time
intervals defined or if the EWT exceeds all the configured wait time intervals.
If you use Professional Call Center you can create a maximum of 20 EWT Tables. If you use Basic
Call Center you can create a maximum of 5 EWT Tables.
How EWT is computed is based on:
• Average call duration: the time when a caller is on the phone with an agent. This is an average
for a predefined number of calls, based on the settings for the skillset.
• Number of higher priority calls ahead of the caller in all the skillsets that the same agents are
assigned to.
• Number of agents in a skillset
• Availability of agents for a skillset’s calls
How to set up EWT
To set up EWT you:
1 Record EWT Greetings.
Refer to “Recording EWT greetings” on page 130.
2 Set up the EWT Table.
Refer to “Setting up an EWT Table” on page 131.
3 Create a Greeting step that uses an EWT Table.
Refer to “Adding a Greeting step” on page 138.
4 Set the EWT parameters.
Refer to “Setting up or changing a skillset” on page 46.
Note: If you use a CallPilot system, Expected Wait Time is not available.