Installation guide
Setting up a queue’s voice mailbox 2-72
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
4 Select the Ask the caller to confirm the digits entered checkbox to have Wave repeat the
caller’s entry back to them and prompt the caller to confirm that the entry is correct. If the
entry is incorrect, the caller can reenter it.
5 Enter the
Minimum number of digits that the caller must enter. If the length of the data that
the caller enters is less than the number specified here, the caller will be prompted to
reenter the data.
6 Enter the
Maximum number of retries, the maximum number tries that the caller has to
enter the data successfully.
7
Select the Validate digits according to range checkbox to compare the data entered by the
caller to an acceptable range of values, then d
efine the range of values:
•
The minimum value allowed is. Enter the minimum acceptable value.
• The maximum value allowed is. Enter the maximum acceptable value.
If the data entered falls within the range, it is validated. If it falls outside the range, the
caller is prompted to enter it again.
8 Specify how to handle callers whose data does not validate successfully
After the maximum
number of retries
that you specified in step 6. Choose one of the following options:
•
Continue. Continue with the next data entry prompt. If this is the last data entry
prompt, place the caller on the queue without any data associated with the call.
•
Hangup. Terminate the call.
•
Transfer to. Select the destination to which the caller is transferred.
9 Click
OK to return to the Entry tab in the Queue dialog.
10 Click
OK to save the queue as defined so far or go to the next section, “Managing a queue’s
password security.”
Note: If you need more validation or data entry options, use the Wave Call Classifier, which
can prompt callers for any numeric information, validate it based on any ODBC database, then
send the resulting profile information to the agent. See Chapter 26 in the Wave Global
Administrator Guide for details.
Release 2.0 Service Pack 1
April 2011