Installation guide

Configuring a queue to redirect calls 2-49
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Announcing expected wait time in minutes and seconds
By default, the expected wait time prompt announces the wait time in minutes only. To have
Wave announce the expected wait time in minutes and seconds:
1 Add the following registry key to the Wave Server:
HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings\P
layExpWaitTimeInSeconds
2 Set the value to 1.
Configuring a queue to redirect calls
You can define how incoming calls to the queue are handled in the following situations:
• When the queue is too busy (see page 2-49)
• When a call exceeds the maximum wait time (see page 2-52)
• When the queue is closed (see page 2-53)
• When there are no agents with matching skills (see page 2-54)
Note: You can follow how many calls a queue is redirecting using the Redirection statistic in
the Queue Monitor. See “The Queue Statistics pane” on page 6-8.
Redirecting calls when a queue is too busy
You can have the queue automatically divert new calls out of the queue when the queue hits a
certain level of traffic that you define. For example, if the expected wait time is longer than 30
minutes, you can play a message to callers telling them that the queue is currently too busy to
accept new calls, then transfer them to another destination such as voicemail or your auto
attendant.
Release 2.0 Service Pack 1
April 2011