How to voice expected wait time with VTO

[CTIgem]

Is there a way to voice expected wait time with VTO?
We are notel shop.

Thanks.

[tony]

A few things to consider, for this to work;

[list]
[li]It would take a Routing Strategy reliant on Statistics to determine Queue wait times - if you do not already have one, that's going to take time/resource.[/li]
[li]VTO cannot be dynamically invoked and relies on being called one parameter at a time, from the Routing - and only one at a time.  That means you would need to call a seperate VTO script for each "Wait Time", which would then play the required announcement.  Not pretty, but it is possible if you use generic pre-defined timings.  For example; "Wait time is approximately 1 minute...", "Wait time is approximatley 5 minutes...", etc.[/li]
[li]Consider whether you have any [i]weighting [/i] factors for customer value, etc. in your Routing - the last thing you want to do is tell a customer they can expect to wait for 3 minutes then, a minute later when various callers have "jumped the queue", your wait time logic is compromised and you have to tell that caller that they can now expect to wait for 5 minutes... [/li]
[/list]

Like I said - tricky, complicated but not impossible.

I hope some of this gives you some food for thought?

Tony

[Kevin]

We've used VTO to speak wait times.
- We calculate the Wait Time in the strategy. Similar to Tony's third bullet, we calculate the wait time, then add a "fudge factor" - 30% of the calculated wait - and report this value to the user.
- We attach adjusted the wait value and a "trigger" flag (more on this later).
- Our business unit only wanted the Wait time spoken if the estimated wait was more than 5 minutes. We set the trigger flag based on whether it should be spoken or not.
- In the VTO script we check whether the Trigger Flag is set (using the "IsEqual" action). If so, we speak one path with the estimated wait. If not, we speak another path without estimated wait.

It does take a little work and some trial and error, but our business unit is happy with it.

Another caution:
Make sure that the EWT considers time of day, especially if you are not a 24 by 7 call center. Once, I called my mortgage company when they first opened (8:30 AM), and was given an EWT of 1 minute. 45 minutes later, my call was answered.

[CTIgem]

Isn't digits should go to digits folder in VTO manager when they are imported from vto control panel?
How do you import digits under digits folder?

[CTIgem]

How do you create a digit node filled with digits?

[CTIgem]

My vto var is EstTime in QueueWait-ExternalQueueingTime and assign pass it to Digits "Number(in)".
But it doesn't seems vto is getting it...
Playing node 4 is empty..

Any ideas?

Thanks.

12:03:21.934 Int 04543 Interaction message "EventEstablished" received from 65200 ("Tserver72")
12:03:24.199 Dbg 21026 Channel 2 finished playing node 2 ("MyWaitvoice") result = 0
12:03:24.199 Dbg 21024 Channel 2 start playing node 3 ("DialogicADPCM")
12:03:24.199 Dbg 21026 Channel 2 finished playing node 3 ("DialogicADPCM") result = 0
12:03:24.199 Dbg 21024 Channel 2 start playing node 4 ("")
12:03:24.199 Trc 21022 Channel 2 finished playing script 973 ("VoiceWaitTime")

[tony]

Do you have a log from the TServer side, for the same period (i.e. - what are you passing to node4?)

Tony

[CTIgem]

Thanks, got it to work.
I have to use key-value pair.