Installation guide

Prompting the caller to enter an identifying number 26-12
Chapter 26: Using the Call Classifier
Wave Global Administrator Guide
3 In the Gather information from caller section, use the audio controls to record the prompt
that you want callers to hear (for example, “Please enter your account number, followed by
the pound sign”), or import an existing audio file. (See “Using the audio controls” on page
2-20 for details.)
4 From the
Store result in drop-down list, choose one of the following fields in which to
store the information provided by the caller in response to the prompt.
Note: Any data already in the field will be overwritten.
• Caller ID number
• Call notes
• Account code
• Custom data. If you choose this option, select an existing Custom data variable from
the drop-down list, or click to create a new custom variable. (For more about
creating and using custom data variables, see Chapter 2 in the Wave Contact Center
Administrator Guide.)
5 In the
Validation section, to use caller prompting only when the desired information is not
present, select the
Prompt caller only if __ is empty checkbox. For example, if you selected
Caller ID number in step 4, then the Call Classifier will only prompt callers to enter a
number when the Caller ID number field of the call is empty. Callers will not be prompted
when there is a number in the Caller ID number field.
If
Prompt caller only if __ is empty is not selected, callers are prompted to enter a number,
even if a number is already present in the field. Note that any number entered by the caller
will overwrite the number that came in with the call.
6 To play the number entered back to the caller, and prompt the caller to confirm it or reenter
it, select the
Prompt caller to validate what they entered checkbox. If Prompt caller to
validate what they entered
is not selected, the number is accepted as entered, without
repeating it back to the caller for confirmation.
7 If you are using a custom database query to match the number entered against records in a
database (as described in “Using custom database queries in Call Classifier rules” on page
26-13), you can respond to non-matches by prompting the caller to reenter the number.
For example, if every incoming caller must have a valid issue number, and a caller’s issue
number does not exist in your Issues database, you can configure the Call Classifier to
prompt the caller to reenter it. The reenter prompt is repeated on failed matches for the
number of times that you specify. If there is still no match, the call continues with no
change to the field that would have been updated.
To use this feature, enter the
Number of times to re-prompt if a query returns no match. If
you do not want to reprompt callers if no match is found, set this field to 0.
Release 2.0
September 2010