(9.2+) EWT Presentation

The EWT Presentation menu controls what the On-Premise Callback system says to callers about EWT.

Spoken Range - Percentage Below EWT

Description Values
When using an EWT range, sets the lower boundary as a percentage below the base EWT.

Valid: 0-999

Default: 20

0 disables function

Spoken Range - Percentage Above EWT

Description Values
  • Controls whether the Callback speaks an EWT range to callers.
  • Determines the upper value for the range.
  • Callback adds the indicated percentage to the EWT before speaking it (spoken value = EWT * (1 + (percentage / 100)).
  • Example: If the EWT is 30 minutes and the Percentage is set to 50, the caller hears "Your estimated wait time is between X and 45 minutes."

Valid: 0-999

Default: 20

0 disables function

Enable Minimum Spoken EWT

Description Values
  • If the actual EWT is lower than the value specified in Minimum Spoken EWT, then that value is spoken rather than the actual EWT.
  • Example: If the EWT is 32 minutes and the Minimum Spoken is 10 minutes, the caller hears "Your estimated wait time is less than 10 minutes."

Valid: ON/OFF

Default: OFF

Minimum Spoken EWT

Description Values
This value is spoken rather than the actual EWT when Enable Minimum Spoken EWT is ON.

Valid: 00:00 - 23:59

Default: 00:02

Enable Maximum Spoken EWT

Description Values
  • If the actual EWT exceeds the value specified in Maximum Spoken EWT, then that value is spoken rather than the actual EWT.
  • Example: If the EWT is 32 minutes and the Maximum Spoken is 10 minutes, the caller hears "Your estimated wait time is greater than 10 minutes."

Valid: ON/OFF

Default: OFF

Maximum Spoken EWT

Description Values
This value is spoken rather than the actual EWT when Enable Maximum Spoken EWT is ON.

Valid: 00:00 - 23:59

Default: 03:00

Spoken Range - Speak Hours/Minutes After First Number

Description Values

Controls whether the units for the lower EWT are quoted when speaking an EWT range.

  • When OFF, caller hears: Your estimated wait time is between 3 and 5 minutes.
  • When ON, caller hears: Your estimated wait time is between 3 minutes and 5 minutes

Valid: ON/OFF

Default: OFF