Issue : Play Estimated hold time

[urmi.l]

Hello,

VERSION: 2.4-364a | Asterisk 1.4.44 | Single Server | CentOS release 5.5

For ingroup, if a call is in queue, how can we play the estimated hold time ? In the

ingroup => Play Estimated Hold Time: Y

.
But this is always playing fixed wait time. 15 second is default. But it should calculate the estimated hold time based on agent's avg call handling. How this can be done ?

Thanks.

[williamconley]

while i've never actually used this feature, I am fairly certain it is NOT based on agents' average call handling, but on the average wait time for that inbound group. this may be something you should consider upgrading for.

you may also want to try testing with a campaign that has ONE agent and call the ingroup with 10 calls to see what each one would hear.

also, later versions have reports for inbound service level that would logically have this same information (after the time has passed, as history). it may be useful to view that report and see what the wait times are there to see if it is ever more than 15 seconds.