Installation guide

Setting up a queue’s voice mailbox 2-65
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Note: Text variables are sorted alphabetically and so can have a “range,” for example A-E. A
range of A-E means that the Hold prompt will play if the variable value begins with an A, B, C,
D, or E.
You can also use auto attendant menu choices to pass custom variables to a queue and use those
variables as Hold prompt condition variables.
Setting up a queue’s voice mailbox
The queue can have its own voice mailbox and can receive voice messages if you give callers
the option of leaving voicemail instead of waiting in the queue (see “Configuring call
distribution” on page 2-29).
With the proper permissions, agents can see the queue’s voice mailbox, in addition to their own
mailboxes, using ViewPoint’s voicemail folders. (See the Wave ViewPoint User Guide for more
about setting permissions for voicemail folders.) Users can also log on to the queue’s account
over the phone by using the phone commands.
To access the queue’s voice mailbox, agents must have the
Access queue mailbox privilege. See
“Agent permissions” on page 2-24.
Setting up a voice mailbox for a queue is optional—if you do not need to provide a way for queue
callers to leave voice messages, select
No mailbox on the Voice Mail tab according to the instructions
below.
Important:
Voicemail and call recordings take up disk space on the Wave Server. Once
available disk space becomes scarce, system performance can suffer. To avoid this problem,
archive your queues’ voice messages (and call recordings that are saved in the queue’s mailbox)
regularly. For more about archiving voicemail and call recordings, see Chapter 22 in the Wave
Global Administrator Guide.
Release 2.0 Service Pack 1
April 2011