Installation guide

Using custom database queries in Call Classifier rules 26-13
Chapter 26: Using the Call Classifier
Wave Global Administrator Guide
Using custom database queries in Call Classifier rules
You can use custom database queries in Call Classifier rules to query your existing databases to
identify callers, and then attach information to calls or transfer callers to different extensions
based on the results of the database query.
For example, you could compare the incoming Caller ID number to all the phone numbers in
your contact database. If there is a match, you could then add information to the Call Notes
associated with the call from that contact record, for example the date and order number of the
customer’s last purchase. The agent taking the call will then see that information in the Notes
pane of the ViewPoint Call Monitor.
The Call Classifier can query any Microsoft OLE DB supported database, for example
Microsoft Access, SQL Server, Excel, Oracle, etc.
There are two ways to perform a custom database query:
• With a stored procedure or MS Access query. With this option, you specify the name of a
stored procedure or query that you have created in your database.
• With a dynamic SQL query. With this option, you specify a full dynamic SQL “Select”
statement.
Using a custom database query in a Call Classifier rule consists of the following tasks:
• Configuring each database connection as a system data source via the Windows ODBC
Data Source Administrator (
Control Panel > Settings > Admin Tools > Data Sources
(ODBC)
). For details on how to add a system data source, see the ODBC Data Source
Administrator Help.
Caution: Several Vertical system data sources may be listed in the ODBC Data
Source Administrator, for example “InstantOffice_Hardware”,
“InstantOffice_IOAgent”, “IACDRep”, “CMSDatabase”, “CRQLog”,
“CallRecorder_DSN”, and so forth. Do NOT modify these data sources.
• Defining and testing the database query. See page 26-14.
• Attaching the query results to the call as data. See page 26-18.
• Routing the call based on the query result. See page 26-19.
Release 2.0
September 2010