Installation guide

Wave Contact Center Administrator Guide
Contents
Chapter 1 Introduction
About Wave Contact Centers - - - - - - - - - - - - - - - - - - - - - - 1-1
Contact Center queue features - - - - - - - - - - - - - - - - - - - - - - - 1-2
Using the Call Classifier with Wave Contact Centers - - - - - - 1-5
Using the audio controls - - - - - - - - - - - - - - - - - - - - - - - - - - 1-5
Importing audio files - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-6
Related reading - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-6
Support services - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-7
Web site - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-7
System security - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-8
Chapter 2 Creating a Contact Center Queue
About Contact Center queues - - - - - - - - - - - - - - - - - - - - - - 2-2
When agents receive queue calls - - - - - - - - - - - - - - - - - - - - - 2-2
Basic Contact Center queue terminology - - - - - - - - - - - - - - - - 2-4
Agents, call forwarding and routing lists - - - - - - - - - - - - - - - - - 2-4
Viewing queue configuration and setup - - - - - - - - - - - - - - - - - 2-5
Creating a Contact Center queue - - - - - - - - - - - - - - - - - - - 2-5
Licenses and permissions - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-5
Overview of creating a queue - - - - - - - - - - - - - - - - - - - - - - - - 2-6
The Queues view - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-7
Entering general information about a queue - - - - - - - - - - - 2-10
Closing a queue - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-11
Queue status when closed - - - - - - - - - - - - - - - - - - - - - - - - - 2-12
Defining call logging for a queue - - - - - - - - - - - - - - - - - - - 2-12
Setting external Caller ID for outbound queue calls - - - - - - 2-13
Including a queue in the dial-by-name directory - - - - - - - - 2-15
Defining agents for a queue - - - - - - - - - - - - - - - - - - - - - - 2-16
Release 2.0 Service Pack 1
April 2011