Installation guide

Defining call logging for a queue 2-12
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Queue status when closed
Queue status displays in ViewPoint’s Extensions List in the Personal Status Name column, and
lets you see at a glance whether the queue is currently accepting calls or not. The queue statuses
are:
•
Open. The queue is distributing to its calls to ready agents as normal.
•
Closed. The queue is redirecting calls as specified on the Redirect tab.
•
Closed - No agents. All agents in the queue are currently signed out or unavailable, so the
queue is automatically redirecting calls as specified on the Redirect tab.
For more about ViewPoint’s Extensions List, see Chapter 4 in the Wave ViewPoint User Guide.
Defining call logging for a queue
To define call logging for a queue
1 Click the Queue \ Call Log tab.
Release 2.0 Service Pack 1
April 2011