Installation guide

Defining agents for a queue 2-23
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
3 Check Automatically record this agent’s calls.
4
In Record 1 call out of every, enter a number. Enter 1 to record every call to this agent, 2 to
record every other call, 3 to record every third call, and so on.
Note:
All calls that an agent handles count for purposes of counting that agent’s calls.
5 From the
Recording direction drop-down list, select whether to record inbound calls only,
outbound calls only, or both. Selecting both means that you get one recording per n calls
regardless of the calls’ direction.
6 From the
Send agent call recordings to drop-down list, select the mailbox that will receive
the call recordings as new voice messages.
7
From the When mailbox is full drop-down list, select what happens if the destination mailbox is
full when Wave attempts to store a new call recording there:
• Discard new call recording. Wave deletes the new call recording instead of storing it.
•
Delete oldest call recording. Wave deletes the oldest call recording in the mailbox to
make room for the new recording. Only call recordings can be deleted by this method.
Wave never deletes voice messages in this way.
8 Click OK. The Agent dialog closes.
Note:
You can also record a general sampling of calls to the queue, regardless of which agent
answers them. See “Automatically recording queue calls” on page 2-80.
Release 2.0 Service Pack 1
April 2011