Installation guide

Adding skill requirements to calls 3-7
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Adding skill requirements to calls
This section describes configuring an auto attendant to add skill requirements to incoming calls.
An auto attendant can attach skill requirements to a call in the following ways:
• To all callers who enter the auto attendant.
• To callers who select a particular menu choice.
Note: You can also attach skill requirements to a call using the Wave Call Classifier. See
Chapter 26 in the Wave Global Administrator Guidefor more about using Call Classifier.
To have an auto attendant attach skill requirements to calls
1 Edit the auto attendant by double-clicking it in the Auto Attendants view to open the Auto
Attendant dialog.
2 Do one of the following:
• To attach skill requirements to all callers who enter the auto attendant, click the
Advanced tab in the Auto Attendant dialog.
• To attach skill requirements based on a particular menu choice, go to the Menu
Choices tab,
Add or Edit that menu choice, and click the Advanced tab in the Menu
Choice dialog.
3 Click
Add. The Custom Data / Skill Requirement dialog opens.
4 Click
Agent skill, and select the skill that you want to attach as a requirement to the call.
You can click the star icon to create a new skill at the system level (see “Defining skills” on
page 3-4).
Release 2.0 Service Pack 1
April 2011