Setting up an EWT Table

  1. Click the Call Center heading.

  2. Click the Expected Wait Time Tables link.

    The EWT Greeting Tables page appears. If you use Enhanced or Professional Call Center you have 20 EWT Greeting Tables. If you use Basic Call Center you have 5 EWT Greeting Tables.

  3. Click the Create link.

    The EWT Greeting Table page appears.

  4. Click the Add button.

    The Wait Time Interval page appears.

  5. Enter the Wait Time Interval, select a Greeting, and click the Submit button.

    You must record a greeting before you can select it.

    The EWT Greeting Table page appears.

  6. At the bottom of the table, click the Change link for After all times above.

    The After all times above page appears.

  7. Enter the number of the greeting you want to use if the EWT exceeds the configured times, and click the Submit button.

    The after all the times above value is mandatory. You must enter a value for the greeting that plays if the EWT exceeds the configured wait time intervals.

    The EWT Greeting Table page appears.

  8. Click the Close button.

  9. To enter a name for the EWT Table, click the Add Caption link.

You can now use this EWT Table in a Greeting step of a Day or Night routing table. For how to do this see Adding a Greeting step.

You also have to set up EWT parameters in the skillset properties. See Setting up and changing skillset properties.