Installation guide

Closing a queue 2-11
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
• DID number. Optionally, you can give the queue a Direct Inward Dial number from
the block of numbers provided by your phone company. Callers can then dial the
queue directly, without going through an auto attendant.
To assign multiple DID numbers to a queue, separate each number by a comma. For
example, enter 1234,1235,1236.
•
Operator. Select the extension to which callers will be transferred if they press 0 while
they are leaving voicemail for the queue.
•
Comments. Enter any descriptive information about the queue.
•
Queue is closed. See “Closing a queue” on page 2-11.
•
Trace queue and agent activity to queue logs. Check to create queue logs that record
detailed agent and queue activity for troubleshooting purposes. See Appendix for details.
3 Click OK to save the queue as you have defined it so far or go to the next section, “Closing a
queue.”
Closing a queue
You can close a queue and prevent new incoming calls from being routed to agents, for example
after business hours when your department is closed. When a queue is closed, incoming calls to
it are automatically handled according to the selections you make on the Redirect tab (see
“Redirecting calls when a queue is closed” on page 2-53).
To close a queue
1 Click the Queue tab of the Queue dialog.
2 Select the
Queue is closed checkbox.
3
Click OK to save the queue as you have defined it so far or go to “Defining call logging for a
queue” on page 2-12.
Note:
You can have the queue close itself automatically when there are no agents signed in. See
“Redirecting calls when a queue is closed” on page 2-53.
Release 2.0 Service Pack 1
April 2011