Installation guide
Configuring a queue to redirect calls 2-54
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
2 To have the queue close automatically when no agents are signed in, select the Close queue
if no agents are signed in
checkbox.
Note: Agents in the On Break status will not cause the queue to close. For the queue to close,
all agents must be either signed out, or in a personal status other than Available, Available
(Queue Only), and On Break.
If the queue closes because no agents are signed in, the queue will reopen automatically
when an agent signs in. You can also reopen it manually by deselecting this checkbox.
Note: This field does not affect the Queue is closed checkbox on the Distribution tab. For
example, if that checkbox is selected, the queue remains closed regardless of how many
agents are signed in or out.
3 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.
4 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.
5
Click OK to save the queue as you have defined it so far or go to the next section, “Redirecting
calls when there are no matching skills.”
Redirecting calls when there are no matching skills
This section describes how to redirect incoming calls when none of the signed-in agents in the
queue have skills that match that call’s skill requirements. For more about using skills-based
routing, see 3.
Note: If you have set the queue to reduce calls’ skill requirements over time (see “Adjusting
skill requirements over time” on page 3-12), then calls are not redirected for lack of matching
skills.
Release 2.0 Service Pack 1
April 2011