Installation guide

About Wave Contact Centers 1-3
Chapter 1: Introduction
Wave Contact Center Administrator Guide
Contact Center extensions listed in the dial-by-name directory
Greetings to welcome callers
Repeating messages for waiting callers
Conditional messages for waiting callers
Priority for individual callers that reduces wait time
Messages that tell callers their expected wait times
Messages that tell callers how many callers are ahead of them
Caller options to stop waiting and leave voicemail or transfer out of the queue to an extension
Ability to prompt callers to enter data
Agent Experience
Call Monitor tabs for agents
Agents can answer any call using ViewPoint
Agents can work from home or any remote location
Contact Center listed in Extensions folder in ViewPoint
Individually configurable agent wrap-up time
Agents can manually end their wrap-up time early
System-wide wrapup time
Special personal statuses for agents: Available (Queue only), Available (Non-Queue) and On
Break
Agents can make themselves ready or unavailable to receive calls using ViewPoint or phone com-
mands
Agents can sign in and out of individual queues using ViewPoint or phone commands
Visual indication of which agent will get the next call
Agents can place calls as the queue, enabling supervision and reporting of outbound calls
Feature
Release 2.0 Service Pack 1
April 2011