Installation guide

Setting up a queue’s voice mailbox 2-67
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
4 Select the following options:
•
Allow voice mail logon during greeting by pressing 9. Select this option to allow a
caller to go directly to voice mail by pressing 9 while listening to the voice mailbox
greeting.
•
Periodically remove items older than ___ days. Select this option, to automatically
delete items (voice messages and call recordings) after the number of days that you
specify.
Note: If these items are important to you, be sure to archive them before the specified
time period elapses.
•
Synchronize with Exchange server mailbox. This feature is not currently supported.
5
Click OK to save the queue as defined so far or go to the next section, “Setting up voicemail
notifications.”
Setting up voicemail notifications
Wave can automatically send a notification you by e-mail, pager, or call whenever the queue
receives a new voice message. Click the Voicemail \ Notification tabs to set up notification of
new queue voice messages.
Voicemail notification works the same way for queues as the notification feature for users’ voice
messages does (see Chapter 11 in the Wave Global Administrator Guide or Chapter 7 in the
Wave ViewPoint User Guide for more information about setting up notifications.)
Setting up caller data entry
You can set up the queue to prompt callers to enter data by using the keys on their phones. Data
entry prompts play immediately after the Welcome prompt. You can, for example, prompt
callers to enter their customer identification numbers. The data entered is stored in a custom data
variable that you define. The data accompanies the call (if it is transferred, for example), and
you can use the data in the following ways:
• As a condition for a Hold prompt to play. See “Using custom data variables to play
conditional Hold prompts” on page 2-64.
• As a column displayed in agents’ Call Monitors.
Release 2.0 Service Pack 1
April 2011