The system administrator can configure the contact center to provide the caller with an expected wait time announcement. Avaya Contact Center – Extended Capacity estimates the wait time based on average call duration and the number of calls in the queue. When the caller is in a waiting queue, the contact center can periodically announce the updated expected wait time.

The estimation of expected wait time can vary based on the routing algorithm that the contact center uses. When the caller is waiting in the queue, Avaya Contact Center – Extended Capacity can switch between routing algorithms. The transition to another routing algorithm does not affect the expected wait time.

For more information about configuring announcements, see the announcement configuration section in Administering Avaya Contact Center – Extended Capacity.