Installation guide

Setting up the caller's hold experience 2-62
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
3 Under General, enter the following information about the Hold prompt:
•
Prompt name. A descriptive name for the prompt.
•
Seconds before this prompt. The amount of time between the end of the previous
prompt and the playing of this prompt. If you set this to 0, callers will not hear hold
music before this prompt, even if it is the first prompt.
•
Play this prompt every repeat cycle. Select this checkbox to have this prompt play every
time in the repeat cycle. Deselect it to have the prompt play only once. If deselected, the
prompt will play only the first time through the cycle, unless it is a conditional prompt that
does not play at all because the required condition has not been met.
4 Under Play this audio, choose one of the following options for the Hold prompt recording:
•
Prompt. Choose this option to record a prompt to play to callers on hold. Record the
Hold prompt using the audio controls. See “Using the audio controls” on page 1-5 for
instructions. Enter the text of the prompt or a description in the text field for
reference.
Note: If you are offering special-key options in this queue, with the special keys active
only during prompts, then you should record a few seconds of silence at the end of each
Hold prompt to give callers time to press the special keys before they become inactive.
See “Offering options while a caller is waiting on a queue” on page 2-59.
•
Sentence. Choose this option to play a pre-recorded message to callers on hold.
Select one of the following from the
Sentence drop-down list:
•
Queue length. Choose this option to play the prerecorded message: “There are
<number> callers waiting ahead of you,” where <number> is the number of
callers that Wave detects are ahead of a caller in the queue. If there is no one ahead
of the caller in the queue, the message changes to: “Your call will be handled by
the next available agent.”
•
Sentence: Wait time. Choose this option to play the prerecorded message: “The
expected wait time is <number> minutes” where <number> is the number of
minutes that Wave estimates will elapse before the call is answered. For
information on how Wave calculates this number, and how to make it more
accurate, see “Configuring expected wait time” on page 2-45.
Note: You can announce the expected wait time in minutes and seconds, instead of just
minutes. See “Announcing expected wait time in minutes and seconds” on page 2-49.
Release 2.0 Service Pack 1
April 2011