Installation guide

Automatically recording queue calls 2-80
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
4 Enter a Name for the greeting.
5 Under
Contents, type the text of the greeting or a description of it.
6 Record the greeting using the audio controls. See “Using the audio controls” on page 1-5
for instructions.
7 Click
OK to save the greeting, which now appears in the list on the Audio \ Greetings tab.
To make this greeting the active greeting, click
Set Active on the Audio \ Greetings tab.
8
Click OK to save the queue as you have defined it so far or go to the next section,
“Automatically recording queue calls.”
Enabling callers to leave a callback phone number
While leaving voicemail, callers can press 7 and then enter a phone number at which an agent
can call them back. If callers use this feature, agents can call them back quickly by selecting the
message in any Voice Messages folder and choosing Speed Dial. This method of getting
callback numbers is often a better alternative than asking callers to record their own phone
numbers on the voice message.
If you want callers to enter a callback phone number, record instructions for how to do so in
your voicemail greeting. For example, your greeting might say, “We’re sorry no one was
available to take your call. To leave a message and have an agent call you back, press 7." Callers
can press 7 during your greeting, while recording their message, or after recording their
message.
Note: Entering a callback number while recording the message ends the message. However, the
caller can then add more to the message by pressing
4.
Automatically recording queue calls
You can have Wave automatically record a queue’s calls on a periodic basis. The recorded calls
appear as new voice messages in the voice mailbox that you select. The system records both
inbound and outbound queue calls.
To automatically record all calls (including queue calls) in the Wave system, use system call
recording as described in Chapter 19 in the Wave Global Administrator Guide.
Release 2.0 Service Pack 1
April 2011