(9.0+) EWT Placement

The EWT Placement submenu of the Voice Experience menu controls what Callback IVR says to callers about EWT. Formats and circumstances where EWT is quoted are determined by the these settings.

In Normal Mode - Under Threshold

DescriptionValues
  • EWT is spoken to callers when EWT is below the Turn On Threshold set in Call Flow > Treatment.
  • Once the Turn On Threshold has been breached, all calls receive the Callback treatment.

Valid: ON/OFF

Default: OFF

Minimum EWT Spoken - Under Threshold

DescriptionValues
  • Sets the minimum EWT required before EWT is spoken to callers when the EWT is below the Turn On Threshold set in Call Flow > Treatment.
  • Used by both In QueueSpeak Mode - Above Thresholdand In QueueSpeak Mode - Under Threshold settings.

Valid: 00:00:00 - 23:59:59

Default: 00:00:00

In Main Menu - Normal Mode

DescriptionValues
Controls whether the EWT is spoken prior to callers hearing the Main Menu.

Valid: ON/OFF

Default: ON

In Main Menu - Virtual Queue Mode

DescriptionValues
Controls whether EWT is spoken just prior to callers hearing the Virtual Queue Main Menu when in Virtual Queue Mode.

Valid: ON/OFF

Default: ON

After Callback Request

DescriptionValues
Controls whether EWT is spoken after a caller records his name and just prior to the system saying 'goodbye' when setting up a Virtual Queue call.

Valid: ON/OFF

Default: ON

Before Transferring to Hold

DescriptionValues
Controls whether EWT is spoken just prior to the call being sent to the Holding Queue.

Valid: ON/OFF

Default: ON

After Maximum Invalid Response

DescriptionValues
Controls whether EWT is spoken when the call is transferred to hold after reaching the maximum number of invalid attempts.

Valid: ON/OFF

Default: ON

In QueueSpeak Mode - Above Threshold

DescriptionValues
  • Controls whether EWT is spoken when the system is in QueueSpeak mode.
  • The Minimum EWT Spoken for Under Threshold Calls value must be exceeded before EWT is spoken.

Valid: ON/OFF

Default: ON

In QueueSpeak Mode - Under Threshold

DescriptionValues
  • Controls whether EWT is announced when EWT is below the Turn on Threshold.
  • Once the Turn On Threshold set in Call Flow > Treatment has been breached, all calls receive Callback treatment.

Valid: ON/OFF

Default: OFF