Installation guide

Configuring a queue to redirect calls 2-53
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
5 To define how calls are redirected, choose an option 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.
•
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, “Redirecting
calls when a queue is closed.”
Redirecting calls when a queue is closed
This section describes how to redirect incoming calls when the queue is closed. To close the queue,
use the
Queue is closed checkbox on the Distribution tab (see “Closing a queue” on page 2-11). You
can also have the queue close automatically whenever there are no agents signed in, as described in
the following steps.
To redirect calls when a queue is closed
1 Click the Redirection \ Queue Closed tab in the Queue dialog.
Release 2.0 Service Pack 1
April 2011