Installation guide

Prompting the caller to enter an identifying number 26-10
Chapter 26: Using the Call Classifier
Wave Global Administrator Guide
• Transfer to extension (from query). Select this option to transfer the call to the
extension returned by your custom database query, and then select the
Extension from
the drop-down list.
•
Send to voice mail (from query). Select this option to transfer the call directly to the
extension returned by your custom database query, and then select the
Extension from
the drop-down list.
Note: See “Using custom database queries in Call Classifier rules” on page 26-13 for
more about creating and testing custom database queries.
9 Click
OK to save the rule and return to the Auto Attendant dialog.
Prompting the caller to enter an identifying number
You can have the Call Classifier prompt callers to enter an identifying number, such as their
phone number, account number, or support issue number. The Call Classifier can then identify
the caller based on that number, and attach the number to the call in any supported field, such
as Caller ID, Call Notes, a Custom Data variable, and so forth. The number can then be viewed
by the users who answer the call via the ViewPoint Call Monitor.
You can also choose to only prompt the caller for information when it is missing—if the
information field is already populated, the caller will not prompted. For example, if you prompt
callers to enter a phone number to populate the Caller ID number field, the prompt will be
skipped for calls that already contain a Caller ID number. In this way all your calls will have a
populated Caller ID field, without disturbing the majority of callers with unnecessary prompts.
Release 2.0
September 2010