Installation guide

Using custom database queries in Call Classifier rules 26-19
Chapter 26: Using the Call Classifier
Wave Global Administrator Guide
1 In the Add Rule dialog, select the entry for the query in the If the call matches section, and
then click
Edit. The Edit Change dialog opens:
2 In the
Change field drop-down list, select the field associated with the call that you want to
set or change with the results of the database query.
To change the value of a
Custom data variable with the results of the database query, select
it 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.) Make sure that the variable type matches the expected result. For
example, if the database query returns text information, the variable must be of type String.
3 Select the
Change to query result checkbox, and then select the query name from the
drop-down list.
4 Click
OK to return to the Edit Rule dialog. If this is a new Call Classifier rule, to finish
adding this rule go to step 6 on page 26-8.
Routing the call based on the query result
If your query retrieves an extension number, you can route the call to that extension when the
rule executes using the
Final action drop-down list in the Add/Edit Rule dialog as described in
step 8 on page 26-8.
You can route the call so that it rings the extension, or send the call straight to the extension’s
voice mail. Select either
Transfer to extension (from query) or Send to voice mail (from query).
Release 2.0
September 2010