Installation guide

Using account codes 20-10
Chapter 20: Tracking and Distinguishing Calls
Wave Global Administrator Guide
• Marketing campaigns. By setting up an account code for the campaign and having
agents use it whenever they place or receive campaign calls, you can track the time,
resources, and results of the campaign.
For example, your legal office is working on the Gould case and the Avellanos case. You assign
the Gould case an account code of 88 and the Avellanos case an account code of 55. Whenever
users place or receive calls that relate to the Gould case, they enter 88. Whenever they place or
receive calls relating to the Avellanos case, they enter 55. You can then run a Call Log report
that sorts calls by account code and see the phone traffic for the Gould and Avellanos cases
separately. (You can also run a report that sorts by user, so that you can see how much phone
time a specific user spent on each case.)
See the following topics for more information:
• Available user account code modes. See page 20-10.
• How users enter account codes. See page 20-11.
• How the end of an account code is detected. See page 20-12.
• Viewing account code information in the Call Log or Call Monitor. See page 20-12.
• Reporting on account code information. See page 20-13.
• Setting system-wide account code options. See page 20-13.
• Setting a user’s account code modes. See page 20-14.
• Creating a valid account code list. See page 20-14.
• Using the verbal account code prompt instead of a beep. See page 20-16.
Available user account code modes
In the current version, you specify whether account code entry is optional or required on a
per-user basis. A user’s account code mode can be different for inbound vs. outbound calls. With
some modes, the value entered by a user is checked against a list of valid codes.
The following user account code modes are available:
•
Optional non-verified. Do not prompt the user to enter account codes on outbound calls.
If the user enters an account code, accept it without verification.
•
Optional verified. Do not prompt the user to enter account codes on outbound calls. If the
user enters an account code, verify it.
Release 2.0
September 2010