Installation guide

Directing calls to a queue 2-86
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
5 Repeat to add as many shifts per day as you need, for example to cover particularly busy
periods during your workday.
Note: If you define multiple shifts, you should configure one shift to begin on the same
minute that another one finishes, for example a 9:00 AM - 12:00 PM shift followed by a
12:00 PM - 5:00 PM shift. If you leave a gap between shifts, calls that begin and end in the
gap will not be included in the Queue Monitor totals.
6 When you are done defining shifts, click
OK to close the Queue dialog.
Directing calls to a queue
Before your queue is ready to be opened for calls, you must create a means by which callers can
reach the queue.
• Define a menu choice that transfers callers to the queue from your company’s main auto
attendant, for example, “For Sales, press 2." For instructions, see below.
• Give the queue a full phone number, so that callers can dial it directly. To do so, do either
of the following:
• Give the queue a DID number on the General tab in the Queue dialog (see “Entering
general information about a queue” on page 2-10). Note that your phone lines must
support DID to use this option.
• Direct a trunk line to the queue (see the Wave Global Administrator Guide).
Setting up a menu choice for a queue
If you have multiple auto attendants, perform the following steps for each auto attendant from
which you want to offer callers the choice of transferring to the queue.
Release 2.0 Service Pack 1
April 2011