The EWT for a split is the time that an incoming call is expected to remain in queue if the call is queued to the split at the specified priority level. EWT is used to determine if a call must be queued to the split.

The following vector example shows how to use EWT to determine if a call must be queued to a split.

1. goto step 3 if expected-wait for split 1 pri l < 600
2. busy
3. queue-to split 1 pri l
4. announcement 3001
5. wait-time 998 secs hearing music

In the example shown above, the following wait time conditions are possible:

• If there are agents available, EWT is zero.

• EWT is infinite if:

  • There are no logged-in agents.

  • All logged-in agents are in the AUX work mode.

  • The split queue is full.

  • There is no split queue and all agents are busy.

  • The split queue is locked. This occurs when the last working agent in a non-vector-controlled split attempts to enter the AUX work mode.