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 the EWT has exceeded the configured wait time intervals.

If you use Professional or Enhanced 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.

 

To set up EWT you

  1. Record EWT Greetings. Click here for examples of EWT greetings.

  2. Set up an EWT Table

  3. Create a Greeting step that uses an EWT Table.

  4. Set the EWT parameters

     

You can also change or delete an EWT Table.