Installation guide

Creating a Contact Center queue 2-8
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
The following table shows the information that is displayed for each queue.
Column Description
Name Name of the queue
Extension
Extension dialed to reach the queue from the auto attendant or
when transferring a call
DID
Direct Inward Dial—Phone number dialed to reach the queue
directly
Distribution Algorithm used to distribute calls to agents
Status
Whether the queue is currently distributing calls to agents. The
possible statuses are:
Open. The queue is distributing its calls to ready agents as nor-
mal.
Closed. The queue is closed. No calls are being distributed to
agents.
Closed - No agents. All agents in the queue are currently signed
out, so the queue is automatically sending its calls directly to
voicemail.
Number of Agents Total number of agents who are members of the queue.
Record Nth Call If checked, the queue is set to record its calls.
Change Hold Music To
The name of the music-on-hold source being used for the queue’s
hold music, if any.
Hold Callback
The amount of time that the queue waits before ringing back an
agent who leaves a call on hold or parked. “Off” indicates that
ringback is not being used.
Priority
If checked, the queue has a priority variable that can be used for
assigning some callers a higher priority than others.
Overflow If checked, the queue is using overflow agents.
Redirect
Separate columns for Too Busy, Maximum Wait, and Queue
Closed. If checked, the queue is set to redirect callers when the
circumstance occurs.
Mail Usage Percentage of allocated voicemail space currently used.
Greeting Usage Percentage of allocated space for greetings currently being used.
Release 2.0 Service Pack 1
April 2011