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 Contact 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.
You can create a maximum of 20 EWT Tables if you have a Business Communications Manager or a maximum of 5 tables if you have a BCM50 2.0.
To set up EWT you
Record EWT Greetings. Click here for examples of EWT greetings.
Create a Greeting step that uses an EWT Table.