Setting the minimum EWT

Last Updated : Aug 27, 2019 |

About this task

The minimum expected wait time (EWT) threshold that is used to help determine which calls are more likely to be answered locally is administered on the Feature-Related System Parameters screen. Minimum EWT is used when the local agents, that is, in the first split/skill to which the call is queued, are handling a significant number of the calls. If these agents are not handling a significant number of calls, the call is eligible for LAI even if its EWT is lower than the threshold.

Note:

When enhanced LAI vectors or the look-ahead EWT threshold are administered inappropriately, remote agents can experience phantom calls or a delay between becoming available and receiving an ACD call.

Use the SAT terminal or terminal emulator to administer Communication Manager.

To set the minimum EWT threshold:

Procedure

  1. In the command line, type change system-parameters feature and press Enter.

    The system displays the Feature-Related System Parameters screen.

  2. Find the page of the Feature-Related System Parameters screen that has the Interflow-Qpos EWT Threshold field.

    If Look-Ahead Interflow is active, the Interflow-Qpos EWT Threshold field can be administrated.

  3. In the Interflow-Qpos EWT Threshold field, enter the number of seconds, as a number from 0 to 9, that you want for the EWT threshold.

    The default of two seconds is recommended.

    Note:

    When the look-ahead EWT threshold field is set too low, remote agents can experience phantom calls.

  4. Press Enter to save your changes.