Installation guide

Including a queue in the dial-by-name directory 2-15
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
• Do not send caller ID. Caller ID is blocked on outbound calls from the queue. Note that
the system still sends Caller ID information even though it is blocked—this is a
requirement, because some institutions have the right to read blocked Caller ID, for
example emergency services and 800 numbers.
• Send organization name. Organization Name is sent as Caller ID number for outbound
calls from the queue. (See Chapter 20 in the Wave Global Administrator Guide for
more about using Organizations with Wave.)
3
Click OK to save the queue as you have defined it so far or go to the next section, “Including a
queue in the dial-by-name directory.”
Including a queue in the dial-by-name directory
You can include the queue in the dial-by-name directory so that, for example, a caller could dial
SALES to reach your Sales queue.
If you include the queue in the dial-by-name directory, you should record its voice title. See
“Recording a voice title for a queue” on page 2-76.
To include a queue in the dial-by-name directory
1 Click the Dial-by-name Directory tab in the Queue dialog.
Release 2.0 Service Pack 1
April 2011