Installation guide

Wave Contact Center Administrator Guide
Chapter 4
Using Contacts and Call Rules with a Queue
CHAPTER CONTENTS
About using contacts and call rules with a queue
This chapter describes how to use contacts and call rules with a queue. This procedure is
optional—you can run a Contact Center queue without using contacts and call rules.
For complete information about creating and using contacts and call rules, see the Wave
ViewPoint User Guide.
To use contacts and call rules with a queue, you create a utility user, which is a dummy user
whose routing list contains only a final action of transferring calls to the queue. The utility user
does not represent a real person. Its function is to receive queue calls, identify the callers if
possible, apply call rules when appropriate, and then transfer the calls to the queue for
distribution to agents. Callers are not aware of the utility user.
About using contacts and call rules with a queue . . . . . . . . . . . . . . . . . . . . . . . 4-1
Setting up a utility user for a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Creating queue contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
Setting up call rules for a queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
Release 2.0 Service Pack 1
April 2011