Installation guide

Setting up the caller's hold experience 2-56
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Setting up the caller's hold experience
You can configure the following aspects of the caller’s experience while waiting on the queue:
• Setting up hold music. See page 2-56.
• Configuring hold and park ringback. See page 2-57.
• Offering options while a caller is waiting on a queue. See page 2-59.
• Creating Hold prompts. See page 2-60.
Setting up hold music
By default, callers waiting on this queue hear the hold music that you have specified for the
system as a whole (see “Configuring MUsic on Hold” in Chapter 16 in the Wave Global
Administrator Guide for instructions). Optionally, you can have each queue play hold music
from a different music-on-hold source.
To set up hold music for callers on hold
1 Click the Hold tab in the Queue dialog.
Release 2.0 Service Pack 1
April 2011