Installation guide

Managing custom data variables 2-88
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
4 Record the prompt that you want callers to hear, for example, “For the Sales department,
press 2.” See “Using the audio controls” on page 1-5 for instructions.
5 From the
When Caller Presses drop-down list, select the key that callers press to be
transferred to the queue.
6 Do one of the following in the
Perform Action drop-down list:
• Select
Transfer to Queue and select the queue to which you want to transfer callers.
• If you are using a utility user to transfer calls to the queue, select
Transfer to user and
select the utility user. See 4 for instructions on using a utility user.
7 Click
OK in the Edit Menu Choice dialog.
8
Click OK in the Auto Attendant dialog.
Managing custom data variables
Custom data variables let you attach any kind of information to incoming calls. Each custom
data variable represents a different field of information—for example, caller priority—and the
value of that variable can be set individually for each incoming call—for example, each call can
have a different priority value.
You can use custom data variables with a Contact Center queue in the following ways:
• To determine whether a Hold prompt plays. See “Creating conditional Hold prompts” on
page 2-63.
• To give high-priority callers less wait time. See “Giving some calls higher priority” on
page 2-37.
• To prompt callers to enter information that is then displayed to agents. See “Setting up
caller data entry” on page 2-67.
Note: For more about using custom data variables with Wave, see Chapter 20 in the Wave
Global Administrator Guide.
Release 2.0 Service Pack 1
April 2011