If you are not hearing the following announcement "Your Estimated Wait Time is: XX mins", please check the following:
- The skill group announcements are configured correctly and includes the Estimated Wait Time announcement.
- When testing, you are queuing in the same skill group as configured. Sometimes our customers make announcement changes to a different group than the one tested.
- Ensure the "QCB Related" setting of the announcement is set to "False". If it is set to true, the message would be suppressed when there are no Queue Callback ports available OR the call is taking place outside of the "Queue Callback Window"
- Ensure there are agents logged into the skill group. They can be on DND but if nobody is logged in the announcement will be suppressed.