Installation guide

Configuring a queue to redirect calls 2-52
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Defining a maximum wait time
You can automatically redirect individual calls after the calls have waited on the queue for a
length of time that you specify.
To define a maximum wait time for a queue
1 Click the Redirection / Maximum Wait Time tab in the Queue dialog.
2 To redirect calls that meet the maximum wait time, select the
Redirect callers when they
have waited too long
checkbox. If unchecked, the specified maximum wait time has no
effect.
3 Enter the
Maximum wait time (in seconds).
4 To play a message to callers who are about to redirected, check
Play this prompt before
redirection
. Use the audio controls to record or import the prompt. See “Using the audio
controls” on page 1-5 for instructions.
Release 2.0 Service Pack 1
April 2011