The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.
Queue Actions Tab
Queue ETA Action
This action plays the estimated time to answer (ETA) to a queued caller. The ETA is calculated based on the queued time of the last 5 queued and answered calls. The ETA is always rounded up to the nearest minute. For an example see Customizing Queuing.
Note that the ETA is calculated and supplied by the IP Office when it requests a queue or still queued message is played to a caller.
Note in Incoming Call Route 'Priority'
The IP Office supports a configurable Priority setting (1, 2 or 3) on Incoming Call Routes. Calls assigned a high priority are moved up any call queue ahead of those with a lower priority. The use of this feature is not compatible with Queue ETA and Queue Position messages as the spoken queue positions and ETA are for some callers may be overridden by calls with a higher priority.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings specific to this type of action.
Entry Prompts Tab:
This tab should include any prompts to play to the caller before they hear their ETA. See Entry Prompts Tab.
Specific Tab:
This tab may include any further prompts to be played to the caller after they hear their ETA.
Queue Position Action
This action plays the caller their position within the queue of calls for the group. For an example see Customizing Queuing.
Note that the queue position is supplied by the IP Office when it requests a queue or still queued message is played to a caller.
Note in Incoming Call Route 'Priority'
The IP Office supports a configurable Priority setting (1, 2 or 3) on Incoming Call Routes. Calls assigned a high priority are moved up any call queue ahead of those with a lower priority. The use of this feature is not compatible with Queue ETA and Queue Position messages as the spoken queue positions and ETA are for some callers may be overridden by calls with a higher priority.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings specific to this type of action.
Entry Prompts Tab:
This tab should include any prompts to play to the caller before they hear their position. See Entry Prompts Tab.
Specific Tab:
This tab may include any further prompts to be played to the caller after they hear their position.
This action plays the estimated time to answer (ETA) to a queued caller. The ETA is calculated based on the queued time of the last 5 queued and answered calls. The ETA is always rounded up to the nearest minute. For an example see