Installation guide

Setting up the caller's hold experience 2-60
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
• Transfer out of queue key. Callers can transfer out of the queue to a destination you
specify. This destination can be a supervisor’s voice mailbox, an auto attendant,
another queue, or any other extension. Select the key that you want callers to press
from the drop-down list, and then select the transfer destination from
The caller will
be transferred to
drop-down list.
•
Conserve voice resources on supported telephony boards. This option is not
currently supported.
3
Click OK to save the queue as you have defined it so far or go to the next section, “Creating
Hold prompts.”
Creating Hold prompts
You can make one or more recordings for callers to hear while waiting, for example, to reassure
them that they are still in the queue. You can choose to have a Hold prompt play only once, play
on a repeating basis, or play only when a certain condition has been met. A Hold prompt might
say, “Your call is very important to us. Please wait for the next available representative.”
Hold prompts are listed on the Hold tab under
Hold prompts. They are listed in the order that
they play to callers. While the caller is waiting, Wave plays the Hold prompts from the top to
the bottom of the list—with customizable pauses between them—and then repeats the cycle,
starting at the top again. The cycle of Hold prompts repeats as long as the caller remains waiting.
You can choose whether a Hold prompt is part of the repeat cycle or whether it is played to the
caller only once. If it is played only once, Wave plays it the first time through the cycle and then
skips it on subsequent cycles.
For instructions on recording a Welcome prompt, which is played to callers once when they first
enter the queue, see “Creating a Welcome prompt for a queue” on page 2-77.
Release 2.0 Service Pack 1
April 2011