Installation guide

Creating queue contacts 4-9
Chapter 4: Using Contacts and Call Rules with a Queue
Wave Contact Center Administrator Guide
Creating queue contacts
You create contacts for the queue by creating public contacts for the utility user. For more about
how contacts are used in Wave, see Chapter 10 in the Wave ViewPoint User Guide.
To create queue contacts
1 Log on to ViewPoint as the utility user.
2 Choose
File > New > Contact to add a contact.
3 Select
Contacts (Public) from the Create new contact in folder drop-down list.
4 Enter contact information, and then click
OK to save the new contact and exit the dialog.
Setting up call rules for a queue
You set up call rules for a queue by creating call rules for the utility user. For more about how
call rules are used in Wave, see Chapter 11 in the Wave ViewPoint User Guide.
Each call rule that you define for a queue must handle calls by using a particular routing list.
Release 2.0 Service Pack 1
April 2011