Installation guide

Creating a Contact Center queue 2-6
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Overview of creating a queue
You create a queue via the Queues view in the User/Group Management applet, available on the
Wave Global Administrator Management Console. The sections in this chapter describe the
following tasks:
• Entering general information about a queue. See page 2-10.
• Entering general information about a queue. See page 2-10.
• Closing a queue. See page 2-11.
• Defining call logging for a queue. See page page 2-12.
• Setting external Caller ID for outbound queue calls. See page 2-13.
• Including a queue in the dial-by-name directory. See page 2-15.
Once you have created a queue, you are ready to perform the following tasks:
• Defining agents for a queue. See page 2-16.
• Configuring call distribution. See page 2-29.
When you have finished creating a queue, you can then set up one or more methods of directing
calls to it. You can:
• Create an auto attendant menu choice that sends callers to the queue. See “Setting up a
menu choice for a queue” on page 2-86.
• Give the queue a DID number (see “Entering general information about a queue” on page
2-10), or route a trunk directly to the queue (see Chapter 5 in the Wave Global
Administrator Guide.)
• Create a utility user that receives calls and automatically routes them to the queue. By
doing this you can use Wave’s advanced call-handling features with a queue, for example
contact identification, intelligent call routing, time scheduling, and more. By using a
utility user you can give your VIP callers special treatment. See 4 for more about creating
and using a utility user.
After you have set up a method of directing calls to the queue, the queue is complete and
available.
Release 2.0 Service Pack 1
April 2011