Installation guide

26-2
Chapter 26: Using the Call Classifier
Wave Global Administrator Guide
How to use the Call Classifier to customize inbound call handling
The following examples provide some ideas on how to use the Call Classifier:
• Set a caller's queue priority based on issue number, customer number, or Caller ID to
bump them up in line.
• Get detailed profile information on any business or end user from any ODBC database.
• Prompt callers for any numeric information, and validate it based on any ODBC
database, then send the resulting profile information to the agent.
• Prevent non-validated callers from reaching an agent.
• Based on the area code that the customer is calling from, route callers to the agents most
appropriate for that region.
• Based on your own custom or company database, attach issue numbers, customer
profiles, addresses, and other information to the call when customers call.
• Add agent call scripts (with optional embedded customer name) to the Call Notes based
on Caller ID and a custom database query (for example, “Is Mr. Jones available? This is
Fred Holmes from XYZ Corp…”).
• Add Caller ID name where none exists by looking up the Caller ID number in a white
pages database or database of area codes and regions.
• Add meaning to DID numbers. For example, ABC corp has a different support phone
number (using DID) for each of their products. As the Call Classifier receives calls, it can
add the appropriate product name to the Notes field based on DID, then route the call to
the support queue. Agents using the Call Monitor can see the product name before
answering the call, resulting in a shorter call and a more informed agent.
• In conjunction with a third-party fax server, allow a single DID number to be used for
both faxes and calls. Use Wave auto attendants for fax detection, and then use the Call
Classifier to route calls to users if no fax is detected.
• Create a global “black list” so that all calls from a set of particular numbers are sent
directly to voice mail or are disconnected.
• Hide certain or all Caller IDs from users by setting Caller ID to nothing.
• Add address information to calls based on Caller ID. If Caller ID isn't present, you can
have the Call Classifier prompt the caller for their phone number.
Release 2.0
September 2010