Installation guide

Configuring a queue to redirect calls 2-51
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
• If the number of queued callers exceeds __ times the available agents. Check this
option to redirect calls when the number of calls waiting in the queue is greater than the
number of available agents by the factor you enter. For example, if you enter 2 then
redirection begins when there are twice as many calls waiting in the queue as available
agents. Available agents are signed-in agents in the personal status Available or Available
(Queue Only).
4 To play a message to callers who are about to be redirected, select the Play this prompt
before redirection
checkbox. Use the audio controls to record or import the prompt. See
“Using the audio controls” on page 1-5 for instructions.
5
To define how calls are redirected, choose one of the following options under Perform this
action
:
• Transfer the call to. Redirected calls are transferred to the extension you select.
•
Send to voicemail. Redirected calls are transferred directly to the voicemail of the
extension you select.
Note: If you chose to play a redirection message in step 4, the caller will hear the redirection
message followed by the voicemail greeting. You can use the combination to create full
messages. For example, the redirection message can say “I’m sorry, we’re temporarily
closed,” and the voicemail greeting can add, “Please leave a message.”
•
Hangup. Redirected calls are disconnected.
6 Click OK to save the queue as you have defined it so far or go to the next section, “Defining a
maximum wait time.”
Release 2.0 Service Pack 1
April 2011