Installation guide

Setting up a utility user for a queue 4-8
Chapter 4: Using Contacts and Call Rules with a Queue
Wave Contact Center Administrator Guide
5 Click the If not answered or busy tab.
6 Under
Final action if the call is not answered or the station is busy, do the following:
• Deselect the
Play greeting checkbox.
• Select
Transfer to an extension from the Final action drop-down list.
•From the
Transfer to drop-down list that appears, select the queue to which you want
the utility user to send calls.
7 On the Actions tab, select the
Use this routing list as the default for incoming calls.
8 Click
OK to save the new routing list and exit the dialog.
When you are finished editing the utility user’s routing list, make sure the utility’s user’s personal
status is set to Available. See Chapter 3 in the Wave ViewPoint User Guide for instructions on how
to select a personal status.
Release 2.0 Service Pack 1
April 2011