Installation guide

Setting up a utility user for a queue 4-2
Chapter 4: Using Contacts and Call Rules with a Queue
Wave Contact Center Administrator Guide
Benefits of using contacts with a queue
By setting up public contacts for the queue that represent important customers or business
contacts, you can enjoy the following benefits:
• Wave can identify the queue’s contacts when they call, so that calls appear in the agents’
Call Monitors labelled with the contact’s name.
• All agents in the queue can view the queue’s contacts and place calls to them if necessary.
• After a call, an agent can update a contact’s record with notes that all other agents can
see.
Benefits of applying call rules to queue calls
By applying call rules to incoming queue calls, you can handle individual calls based upon the
caller and the time of day. For example, you can:
• Have the queue automatically take itself offline at 5:00 pm, sending all calls directly to
voicemail or playing a message explaining the department hours.
• Greet important customers with a special message before they enter the queue.You can
record a Welcome message that gives callers a code for a special discount, and you can
play the message only to favored customers.
• Change greetings and automatically transfer calls based upon the time of day. For
example, instead of using the manual
Queue is closed field (see “Closing a queue” on
page 2-11), you can use your Business Hours schedule to have the queue automatically
play a “We’re closed” greeting and route calls to a voice mailbox when your business is
closed. You can use different schedules for different queues.
You can use an auto attendant as well as a utility user to play greetings and transfer calls
based on time of day. For more about using auto attendants with Wave, see Chapter 13 in
the Wave Global Administrator Guide.
Setting up a utility user for a queue
To set up a utility user for a queue, you must complete the following tasks, which are described
in detail in the next two procedures in this section:
• Creating the utility user
• Editing the utility user’s routing list
Release 2.0 Service Pack 1
April 2011