Installation guide

Viewing Call Classifier rules 26-5
Chapter 26: Using the Call Classifier
Wave Global Administrator Guide
The following information is displayed for each Call Classifier rule. Use the scroll bar to
view all of the columns.
•
When. Description of the attribute on which to base the rule.
•
Condition. Summary of the condition. The valid conditions are:
• Matches: <value>
• Does not match: <value>
• Starts with: <value>
• Does not start with: <value>
• Exists in query: <value>
•
Then change. Summary of all changes performed by the rule, as in:
• Change <field> to <value>, <field> to <value>, etc.
•
And then. Final action summary. The valid final actions are:
• Transfer to extension
• Continue to next rule
• Send to voice mail
• Continue with auto attendant
•Hang up
• Transfer to extension (from query)
• Send to voice mail (from query)
Ordering rules in the Call Classifier dialog
You can have the Call Classifier apply several rules to a call in sequence. For example, the first
rule could identify support calls by DID and attach the name of the product to the DID field,
then the second rule could take the Caller ID and search your database to find the date of this
customer’s last call, attaching that information to the Call Notes field. In order to have a rule
process a call after another rule, make sure the rules are listed with the first rule to be processed
at the top and the last rule to be processed at the bottom.
In the case of conflicts between rules, the highest-listed rule will be used first. For example, you
have two call rules, one that handles calls from Caller ID [phone] and one that handles
calls to DID 5001. If a call comes in with Caller ID [phone] and DID 5001, the call will
be handled by whichever rule is listed first.
To reorder a Call Classifier rule in the list, select it and then click the Up or Down arrow button.
Release 2.0
September 2010