Installation guide

Wave Global Administrator Guide
Chapter 26
26. Using the Call Classifier
CHAPTER CONTENTS
The Wave Call Classifier add-on allows you to create rules to identify callers, intelligently route
calls, and present Contact Center agents with scripts and related caller information before calls
are answered. Creating Call Classifier rules is part of auto attendant configuration, and you can
create as many rules as you want per auto attendant.
The Call Classifier can query any ODBC-compliant database (Microsoft Access, SQL Server,
Excel, Oracle database, and so forth) in order to display detailed caller information on agents’
screens. In addition, by verifying caller data, the Call Classifier can route callers to the agent
best equipped to handle each call.
Call Classifier requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-4
Viewing Call Classifier rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-4
Adding a Call Classifier rule to an auto attendant . . . . . . . . . . . . . . . . . . . . . . 26-6
Prompting the caller to enter an identifying number. . . . . . . . . . . . . . . . . . . . 26-10
Using custom database queries in Call Classifier rules . . . . . . . . . . . . . . . . . 26-13
Viewing Call Classifier information in the Call Monitor. . . . . . . . . . . . . . . . . . 26-23
Release 2.0
September 2010