In Que Wait Time - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

CEWest · 07-11-2005, 09:51 AM

I need a way of tracking wait time on our phone system. I just learned there is a way on Nortel phones to track ACW via an in queue button. This would allow to monitor how many calls are in the queue and the average hold time. I have a NOrtel 81C with Succession 3.0

Rachelle · 07-11-2005, 10:25 AM

Do you have Symposium or are you running basic ACD? What is it you actually are asking for?

rlc

CEWest · 07-11-2005, 10:36 AM

Well what I have is a acdn of 3463 and I want to be able to track the time the callers are in that que I think that I figured it out and I just need to put a disp que key above the acdn can I do this without nulling that key first

Rachelle · 07-11-2005, 01:38 PM

If you are just adding a DWC key you will need to be sure that you have not assigned more than 8 for this ACD queue. That is the system limitation.

You will need to out and totally rebuild your set as NEW. This will remove all possability if data corruption. Then you will enter:

KEY # DWC 3463

Check in your NTPs under LD 11 for some other notes and assumptions regarding the use of this feature.

rlc

CEWest · 07-11-2005, 02:22 PM

Is there anyway to log how many calls are in the que and how long they have been in that que?

Rachelle · 07-11-2005, 03:27 PM

If you have Symposium or MAX then those interfaces would tag the information and provide you with a report. If you only have basic ACD then you need to set up ACD reports from the PBX itself and those aren't pretty.

rlc

CEWest · 07-11-2005, 03:38 PM

So there is no way that the person answering the phone can veiw the calls that are in the que and then tell how long they have been in the que, I would have to run a report on that ACDN throught OTM or what,, thanks for all of your input

Rachelle · 07-11-2005, 03:44 PM

The DWC or DSP feature will do this but, depending on your needs you will want to read the Software Feature and the LD 11 descriptions to decide which one you want.

Remember to out the phone and rebuild it with the new feature key programmed.

rlc

CEWest · 07-11-2005, 04:11 PM

I have the DCW on a set up already and it does not display any of the information that I am looking for.

Fast4Dr · 07-15-2005, 07:51 AM

Quote:

Originally Posted by CEWest

I have the DCW on a set up already and it does not display any of the information that I am looking for.

A DWC key should display the time that the oldest call in queue has waited

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