Westar Energy Customers No Longer on Hold; New Technology Allows Callers to Opt for Call Back, 'Holds' Their Place in Line

TOPEKA, Kan. - Oct. 29, 2003 - Westar Energy callers have a choice when facing an extended wait to speak with a customer service representative. During times of high call volume, callers may be offered a return call from an automated menu without losing their place in line.

"Our customers have many things competing for their time and attention. This system allows callers to take care of their business with us without putting everything else on hold," said Caroline Williams, vice president, customer care.

Virtual Hold offers callers the choice of waiting on the phone for the first available customer service representative or receiving a call back from the automated system within their anticipated wait time. If they choose to be called back, they are asked for a call-back telephone number and to record their name. They are then given an estimated call-back time and disconnected. The system keeps the callers' place in the queue, calls them back shortly before their turn to speak with a customer service representative and then transfers them to the first available representative. If upon receiving the returned call, the caller is not immediately available and needs a few seconds, the person receiving the call may request a brief delay before being transferred to a representative.

"We are excited to offer this new service. The call-back option is already proving to be popular with callers," said Williams.

Virtual Hold complements Westar Energy's automated 1-800-LIGHT-KS outage reporting line, which can handle large volumes of calls in situations such as storms.

About Westar Energy

Westar Energy, Inc. (NYSE: WR) is the largest electric utility in Kansas and owns interests in monitored security and other investments. Westar Energy provides electric service to about 647,000 customers in the state. Westar Energy has nearly 6,000 megawatts of electric generation capacity and operates and coordinates more than 34,800 miles of electric distribution and transmission lines. The company has total assets of approximately $6.7 billion, including security company holdings through ownership of Protection One, Inc. (NYSE: POI). Through its ownership in ONEOK, Inc. (NYSE: OKE), a Tulsa, Okla.-based natural gas company, Westar Energy has about a 14.5 percent interest in one of the largest natural gas distribution companies in the nation, serving more than 1.9 million customers. For more information about Westar Energy, visit us on the Internet at http://www.wr.com.

Forward-Looking Statements

Certain matters discussed in this news release are "forward-looking statements." The Private Securities Litigation Reform Act of 1995 has established that these statements qualify for safe harbors from liability. Forward-looking statements may include words like we "believe," "anticipate," "target," "expect," "pro forma," "estimate," "intend" or words of similar meaning. Forward-looking statements describe our future plans, objectives, expectations or goals. Any forward-looking statement speaks only as of the date such statement was made, and we do not undertake any obligation to update any forward-looking statement to reflect events or circumstances after the date on which such statement was made except as required by applicable laws or regulations.

About Virtual Hold Technology

VHT is the leading provider of intelligent Queue Management Solutions for Fortune 1000 clients. Since its inception in 1995, VHT's patented award-winning Virtual Queuing technology has provided callback solutions focused on enhancing the customer experience for financial services, energy utility, insurance, telecommunications, cable, wireless and retail corporations such as Wells Fargo, Baltimore Gas & Electric, Direct Line, BellSouth, Cox Communications, Bell Mobility, Ticketmaster and Avon. To learn how VHT's queue management solutions can help you increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com.

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