You can use EWT to change the normal queuing strategy for multiple splits to ensure that calls are answered in the shortest possible time. However, this strategy uses additional system resources and can make reading and analyzing split reports difficult. Alternately, you can use EWT to identify the best split for each call and not use multiple split queuing.

The following vector example shows a scenario that includes a main split (1) and a backup split (2). In this example, the preference is for an agent from the main split service the call, but a 30-second maximum wait time is a competing preference.

The strategy in this vector is to use the backup split only if the backup split can answer the call within 30 seconds and the main split cannot.

In the example, step 1 branches to step 5 if the main split can answer the call within 30 seconds. If the main split cannot answer the call within 30 seconds, step 2 checks to see if the backup split can answer the call within 30 seconds. If the test fails, the call branches to step 5 and is queued to the main split. If possible, the call is queued to the backup split in step 3. At this point, the call is queued either to the main split or to the backup split, but not to both.

Steps 6 through 10 provide audible feedback to the caller while the call is in the queue. Note that in step 8, which is executed every 2 minutes, a VRU is used to provide the caller with the remaining wait time.