Installation guide

TOC-12
Wave Global Administrator Guide
Managing system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-3
Playing system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18-4
Exporting system prompt text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18-4
Exporting and importing system prompt audio files . . . . . . . . . . . . . . . . . 18-5
Recording over system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-5
Recording options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18-6
About the recording process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18-6
Recording system prompts professionally . . . . . . . . . . . . . . . . . . . . . . . . . .18-7
Recording over system prompts yourself. . . . . . . . . . . . . . . . . . . . . . . . . . 18-9
Testing system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18-11
Chapter 19. Recording All Wave Calls
Privacy issues with call recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19-1
Disk space and recording all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19-2
What parts of the call are recorded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19-2
Exempting Contact Center queue calls . . . . . . . . . . . . . . . . . . . . . . . . . . . .19-3
Preparing to record all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-3
Offloading call recording voice files from your Wave Server . . . . . . . . . .19-3
Storing call recordings on the Wave Server . . . . . . . . . . . . . . . . . . . . . . . .19-5
Allocating DSP resources for call recordings . . . . . . . . . . . . . . . . . . . . . . .19-6
Recording all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-9
Including a reminder beep on queue call recordings . . . . . . . . . . . . . . . . .19-12
Archiving call recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-13
Chapter 20. Tracking and Distinguishing Calls
Using Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-2
How calls are logged by Organization . . . . . . . . . . . . . . . . . . . . . . . . . . .20-2
Creating and populating an Organization . . . . . . . . . . . . . . . . . . . . . . . . . .20-3
Creating an auto attendant for each Organization . . . . . . . . . . . . . . . . . . . .20-8
Configuring Operators for multiple Organizations . . . . . . . . . . . . . . . . . . .20-8
Using account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-9
Available user account code modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20-10
How users enter account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20-11
How the end of an account code is detected . . . . . . . . . . . . . . . . . . . . . . .20-12
Viewing account code information in the Call Log or Call Monitor . . . .20-12
Release 2.0
September 2010