What is the difference for EWT between IR and Vectors

[AvayaHelp]

I have an IVR and want to know what the differnce is between using the IVR/IR for EWT and vector coding the EWT on the PBX?

I know that the basic difference is that with the IR I don't need a hole bunch of incremental announcements and long vector steps to make it work but is there really any other advantage? Is it more accurate within the IR and if it is how/why?

Thanks

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
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Does anyone have a quarter, I need to make a phone call?

 

[dufus2506]

It's not really more accurate... it's actually the same data, but can be delivered more precisely.

When you use the "converse" command to send a call to an IVR to announce the expected wait time, one of the data items you send to the IVR is the calculated EWT.

The information is passed to the IVR as touch tones, and then spoken back to the caller as prompts played by the IVR. (Because people don't understand touch tones.)

The same EWT data could be used by a group of goto statements to play the correct expected wait time for a caller. You would just use a vector playing integrated announcements.

The difference being you would probably not be able to make a statement like "Your expected wait time is two minutes and eleven seconds." You could easily do that with an IVR, but you would need an AWFUL lot of annoucement recordings to be that precise. It's not a good idea to be that precise anyway, because it's extremely rare that the EWT and the actual wait time are the same thing.

Since most call centers just give a general wait time (ie "Your call will be answered in approximately six to seven minutes.") it really doesn't matter which method you choose. Both will work just fine, and neither is more accurate than the other.

Incidently, I'm working on creating an application that will play either the queue position or the expected wait time for a caller from some open source software. When I get it working, I'll be sure to let the forum have chance to test it.

Carpe dialem! (Seize the line!)