Status message for customers 

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Description

Sometimes a customer cannot connect with an agent due to various reasons within the contact center. In those cases, the customer sees one of the following status messages:

• No facilities are currently available. This is displayed when there are no PRI lines available to complete the call.

• Internet telephony capacity exceeded. This is displayed when the limit of Internet voice calls has been reached.

• We are sorry, all lines are busy. This is displayed when the limit of ASAI phantom calls has been reached.

• Call disconnected by call center. This is displayed when the Internet call was �force disconnected� from vector processing.

• Call center returned busy signal. This is displayed when an Internet session receives a busy treatment from vector processing.

Action

Any of these conditions prevents a customer from being connected on the type of session requested. It is advisable to incorporate additional information and options for the customer on the Web page (such as hours of operation, an 800 number, an email address, and so on), and to consider adding extra capacity, more agents and/or longer staffed hours of operation.