Installation guide

Using account codes 20-9
Chapter 20: Tracking and Distinguishing Calls
Wave Global Administrator Guide
3 If you are using Wave Contact Center queues, edit each queue. On the General tab under
Operator, select the extension appropriate to the queue’s Organization. For example, if the
queue belongs to Organization ABC, select extension 101. This ensures that callers
pressing 0 while leaving the queue voicemail are handled correctly.
See the Wave Contact Center Administrator Guide for complete information on creating
and using a Contact Center.
4 You can set up the default Operator at extension 0 to automatically transfer calls to the
correct custom Operator based on who is calling. To do so, you must have created a
ViewPoint Group for each Organization, containing all the users in that Organization.
Then, edit the default Operator in ViewPoint. For each Organization, do the following:
• Create a call rule that activates for that Organization’s ViewPoint Group, and sends
calls to the appropriate custom routing list.
• For each Organization, define a custom routing list to have no steps, only a final
action that transfers the call to that Organization’s custom Operator.
For example, the call rule that activates for ViewPoint Group ABC would send calls to a
routing list that transfers them to extension 101.
See Wave ViewPoint User Guide for instructions on creating call rules and routing lists.
Using account codes
With Wave, you can track your phone traffic by either optionally allowing or requiring users to
enter an account code for each call. Account codes can represent any aspect of your phone
traffic that you want to track—customer number, product line, department, and so forth. You
define the available account codes and tell your users the codes that they should or must enter
under specific circumstances.
Some of the ways you can use account codes include:
• Billing clients. With account codes you can track calls to various customers whom you
bill for the phone time you spend with them. You can associate account codes with
contacts for automatic customer tracking.
• Internal accounting. If phone bills are a significant part of your company’s expenses,
you can use account codes to perform detailed expense analyses. For example, you can
track phone use by department.
Release 2.0
September 2010