User manual

IVC Card Features and Support

Chapter 11

Intelligent Queuing

The Integrated Voice Services (IVS) feature provides optional Intelligent Queuing, in

which the system gives each caller an anticipated wait time before an agent will answer

the call. Intelligent Queuing helps a caller decide whether or not to continue to hold. If

the wait time is short, they may stay on longer than they would if they did not know the

wait time.

The system calculates and maintains the following Intelligent Queuing information:

• The pilot queue depth when a new call enters a pilot

• The estimated time until answer for a new call entering a pilot

• The current pilot queue depth (allowing Intelligent Queuing to maintain changes to

queue depth during a call)

• The estimated time until answer for a call that is still in queue (allowing Intelligent

Queuing to update the estimated time until answer for each call)

• An average Queue Passage Rate for each pilot (extrapolated over one hour periods)

Enable Intelligent Queuing

The following table shows the activities to enable Intelligent Queuing.

Stage Description

1 Establish an Intelligent Queuing Sample Interval for each pilot. See "Create an

ACD Pilot," "Modify an ACD Pilot," and "ACD Pilot Parameters" in the ACD

Administration Procedures manual (2542-nnn).

2 Configure the associated Prefix Digit Table (PDT) to outpulse the following:

• The pilot queue depth when a new call enters a pilot

• The estimated time until answer for a new call entering a pilot

• The current pilot queue depth (allowing Intelligent Queuing to maintain

changes to queue depth during a call)

• The estimated time until answer for a call that is still in queue (allowing

Intelligent Queuing to update the estimated time until answer for each call)

• An average Queue Passage Rate for each pilot (extrapolated over one hour

periods)

See "Create a PDT that Supports Intelligent Queuing" for a procedure.

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