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The SMSI IVR Link interfaces with both the switch and the IVR to calculate the approximate time a caller will have to wait in queue. By monitoring switch queues and agent activity, the IVR Link module calculates the average wait time, passes the wait time information out to the IVR to be broadcast to the caller.
Summary:
- This module will interface with the company's IVR and calculate the approximate time the caller will have to wait.
- Informing the caller of the estimated wait time provides the option of continuing to hold, or calling back at a later time.
- Since all SMSI modules are integrated, a company utilizing more than one module can benefit even more from the design of the software suite. For example; a company utilizing the SMSI Workforce Management Suite can have even more accurate estimated wait times through the IVR, as the IVR Link will incorporate scheduling changes into its wait time calculations.
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