Maintenance Manual

Recordings
Archive Workflows
153
Setting Up Classifiers for an Archive Workflow
Classifiers are filters that determine which calls are recorded. Use this task to set up
classifiers for an archive workflow.
TASK
1. Under the Archive > Workflows node, select the workflow you just created.
S
TEP RESULT: The Archive Workflow Classifier Configuration window appears.
2. In the Classifiers section, click New to create a new classifier.
S
TEP RESULT: The Classifier Name dialog box appears.
3. Enter a name for your new classifier, and then click OK.
S
TEP RESULT: The new classifier now appears in the classifier navigation tree.
4. In the Classifier Settings section, select one of the following options.
– Record—Select this option to upload recorded calls.
If you select Record, you must select the call direction you want to record
(Inbound, Outbound, or both). You must select at least one call direction.
– Don’t Record—Select this option to exclude specific phone numbers or
area codes from recording.
5. Select the type of number you want to use to filter the calls.
– Called Number—If the call is inbound, the Called Number is either the route
point number if the call was routed, or the agent extension if the call was
direct dial. If the call is outbound, the Called Number is the number of the
customer/client.
– Calling Number—If the call is inbound, the Calling Number is the original
number from which the caller is dialing. If the call is outbound, the Calling
Number is the agent’s extension.
NOTE: If you add phone numbers to the Called Number section, then
select Calling Number from the Numbers drop-down list, Quality
Management Administrator deletes the phone numbers you added. The
reverse is also true. If you add phone numbers to the Calling Number
section, then select Called Number from the Numbers drop-down list,
Quality Management Administrator deletes the phone numbers you
added.