Installation guide

Setting up call rules for a queue 4-10
Chapter 4: Using Contacts and Call Rules with a Queue
Wave Contact Center Administrator Guide
Example: To define a call rule that plays certain callers (contacts) a special Welcome message
before they enter the queue, you would create a call rule that sends calls to a custom routing list
(a routing list created for the utility user) that has the following features:
• No actions
• A greeting that plays the Welcome message before the final action
•
A final action of Transfer to Extension that transfers calls to the queue
To set up call rules for a queue
1 Log on to ViewPoint as the utility user.
2 Choose
Tools > Call Rules. The Call Rules dialog opens.
3 Click
New Rule. The Call Rule Wizard starts. Follow the on-screen instructions to define
the new call rule.
Use only the call rule’s
Routing List field and custom non-active routing lists to determine
how calls are handled. Do not use the call rule’s Personal Status or Taking Calls fields—if
you use these fields, calls may be lost.
To activate call rules based on individual callers, define those callers as contacts for the
utility user. See “Creating queue contacts” on page 4-9.
4 Make sure that
Enable this call rule is checked.
5
Click OK. Repeat this procedure to create other call rules for the queue.
Release 2.0 Service Pack 1
April 2011