User guide

Quickly creating call rules for contacts or groups 11-10
Chapter 11: Using Call Rules
Wave ViewPoint User Guide
Quickly creating call rules for contacts or groups
To quickly create a call rule that triggers on calls from a contact or a member of a Group, do the
following:
1. Select the contact or Group in the appropriate ViewPoint folder.
2. Choose
Actions > Create Call Rule.
The Call Rule Wizard opens with that contact or Group already entered. See “Creating a new
call rule” on page 11-4 for further instructions.
Call rule priority
Wave handles incoming calls according to the priority of your call rules. The call rules in the
Call Rules window are ordered from the top down. If two call rules apply to the same call, the
call rule highest in the list is the one used.
You can create multiple call rules that contain similar caller and schedule conditions, and then
prioritize them to ensure that the correct greeting and routing list are used for calls. For example,
if you create a call rule for a Group, but want calls from a certain individual within that Group
to be handled differently, you can create a call rule for that individual and give it a higher priority
than the Group’s call rule.
To set the priority of a call rule
1. Select a call rule in the Call Rules window.
2. Click
Move Up or Move Down to move the call rule to a higher or lower priority position.
Release 3.0
October 2012