Installation guide

Setting up the caller's hold experience 2-57
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
2 Select the Music on hold source you want to use for this queue from the drop-down list.
•
(Use system default)—Use the system-wide hold music source as specified in the
General Settings applet.
•
Disabled—Do not play music to callers on hold.
Hint: It is highly recommended that you specify a music-on-hold source or use the
system default so that a caller does not hear extended ringing or silence, which may
result in a hang-up.
•
External (Audio Input Jack)—Play hold music from an external device, typically a CD
player, radio, or specialized music-on-hold device.
•
Song n (<song title>)—Play the selected WAV file to callers on hold.
Note: The system default music-on-hold source (if specified) as well as the other items
listed in this drop-down list are set up via the General Settings applet. For more information,
see “Configuring Music On Hold” in Chapter 16 in the Wave Global Administrator Guide.
3
Click OK to save the queue as you have defined it so far or go to the next section, “Configuring
hold and park ringback.”
Configuring hold and park ringback
If an agent places a queue call on hold or parks it, you can have Wave automatically ring the
agent’s phone after a certain amount of time to reconnect him or her with the call. To do so:
Release 2.0 Service Pack 1
April 2011