18
Say current position When the caller enters the queue, and each time
the number of callers ahead decreases (either because those callers hung
up, dialed out of queue, or were connected to an agent), the caller will be
told their updated position.
Say estimate time When the caller first enters the queue, an estimate of
the expected waiting time to speak with an agent will be played.
Thereafter, the caller will hear only the hold music and optional comfort
messages. The estimate is calculated from the current rate at which the
agents are de-queuing calls and the number of calls ahead of the current
caller in the queue.
Initial Queue greeting Select the greeting number that will be played to callers
when they first enter the queue.
Position change greeting Select the greeting number that is played to the
caller before their current position is played to them.
Transfer greeting Select the greeting number that is played to the caller when
they are about to be transferred to an agent.
Voicemail greeting Select the greeting number that is played to the caller
when they are be sent to voicemail.
Queue closed greeting Select the greeting number that is played to the caller
When no agents are left who can take their call, so the caller is forced to
leave the queue. This greeting is not necessarily the same as that which
callers hear who cannot enter the queue (for instance, if there are no
agents attached to the queue): in that case, callers hear whatever the
current greeting is for the mailbox.
Timeout greeting Select the greeting number that is played to the caller when
they have waited in the queue for the maximum amount of time.
Hold greeting Select the greeting number that is played to the caller before an
agent has directed them to listen to another selected greeting.
5.3 Comfort Messages
The “Comfort Messages. . . ” button brings up the dialog box shown in
Figure
10
. Comfort messages are recordings that are played periodically while callers
are on hold and are otherwise listening to the selected Amanda hold music. The
queue administrator records these comfort message(s) as regular greetings in
the queue mailbox. This dialog is then used to specify which of the greetings, by
number, should be played as comfort messages, and in what order they will be
played to each caller.
