Caller Announcements: How is it calculated?

Hi all,

I have a bit of a funny question. When a call is in a queue and “Announce Hold Time” is enabled, how is the estimated hold time calculated? Is it based on call history from that queue? So if the average call time is 2 minutes and the caller is in queue position 2, then their estimated call time would be 4 minutes? My company is currently switching from ring groups to queues and upper management wants to know this.

Thank you

In addition to any answers you might get, you should also look at the code to see if you can figure out how this announcement gets set and possible ways to improve it in your specific situation.

That’s the beauty of Open Source.

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