Installation guide

Configuring a queue to redirect calls 2-55
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
To redirect calls when there are no matching skills
1 Click the Redirection \ No Matching Skills tab in the Queue dialog.
2 To have the queue redirect callers for whom no agents with matching skills are signed in,
select the
Redirect call if all signed-in agents do not meet the call’s skill requirements
checkbox.
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, “Setting up
the caller's hold experience.”
Release 2.0 Service Pack 1
April 2011