Installation guide

Setting up the caller's hold experience 2-59
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Offering options while a caller is waiting on a queue
You can give waiting callers the ability to redirect themselves out of the queue to another
extension or voicemail.
To offer options while a caller is waiting on a queue
1 Click the Hold \ Special Keys tab in the Queue dialog.
2 Choose any of the following options to offer them to callers on hold.
Note: If you offer callers these options, you should mention them in your queue’s Welcome
prompt or in a Hold prompt.
•
Leave voice-mail key. Available only if the queue has a voice mailbox (see “Setting up
a queue’s voice mailbox” on page 2-65). Callers can press a key to stop waiting and
be transferred to the queue’s voice mailbox. Select the key that you want callers to
press from the drop-down list.
Release 2.0 Service Pack 1
April 2011