Installation guide

Wave Global Administrator Guide
Chapter 20
20. Tracking and Distinguishing Calls
CHAPTER CONTENTS
Wave provides several ways to track groups of similar calls for purposes of record-keeping,
billing, or automated call handling.
The most basic way to track related calls is by sorting the Call Log (see “Using the Call Log
view” on page 22-4), and by running reports using the Wave Contact Center Reporter. For
information about basic Contact Center Reporter reports available on all Wave systems, see
Chapter 13 in the Wave ViewPoint User Guide. For information about the complete suite of
reports available to licensed Contact Center installations, see Appendix A in the Wave Contact
Center Administrator Guide.
This chapter describes the following more advanced methods of tracking and distinguishing
calls:
• Using Organizations. Organizations enable two or more separate businesses or
contractors to share a Wave Server and trunks, yet be independent of each other in terms
of caller experience and internal billing. See page 20-2.
• Using account codes. With user-entered account codes you can distinguish any group of
calls for reporting and accounting purposes. For example, if your office contains
employees or contractors whom you bill separately for their phone use, you can use
account codes to mark calls by the user they belong to. Other uses of account codes
include marketing campaigns, case and issue tracking, and more. See page 20-9.
• Using custom data variables. Custom data variables enable you to attach information to
incoming calls, for example, the name of the product that the caller is calling about. Users
can view custom data variables in their Call Monitors, and you can set up automatic call
handling based on custom data values. You can also report on calls involving custom data
variables. See page 20-17.
Using Organizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-2
Using account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-9
Using custom data variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-17
Release 2.0
September 2010