Installation guide

Using custom database queries in Call Classifier rules 26-22
Chapter 26: Using the Call Classifier
Wave Global Administrator Guide
• Define the name of the input parameter that represents the information sent by the Call
Classifier, for example the caller’s phone number. The Call Classifier can send the
following input parameters:
•DID
•Caller ID Name
• Caller ID Number
•Call Notes
• Account Code
•Custom Data
• Skill
Replacing many Call Classifier rules with a database query
As you deploy Call Classifier rules, you may find yourself creating many rules to process
individual DID numbers, Caller ID numbers, or other static values, to the point where the
number of rules becomes hard to manage. For example, you might have ten or more Call
Classifier rules, each processing a different DID number.
As an alternative you can place the values you are checking (DID numbers, Caller IDs, and so
forth) in an Microsoft Access table you create, and then use a single Call Classifier rule with a
custom database query to perform the same processing as multiple individual rules.
The following example creates a Microsoft Access table and a single Call Classifier rule to look
up a caller’s DID and return the extension to which the call will be transferred:
1 Create a table in a Microsoft Access database called “DID” with two fields, “DID” and
“Ext”.
2 Populate the table with a row for every DID number, with each row containing the
appropriate extension number to which calls to that number should be routed.
3 Create a Access query called “DIDQuery” that takes as input a DID number and returns the
corresponding extension number from the DID table.
4 In the Call Classifier, create one rule with a custom database query, that calls the DIDQuery
based on the caller’s DID number, then transfers the caller to the extension returned as the
query result. See “Creating a Microsoft Access query” on page 26-21 for information about
creating a Microsoft Access query.
Release 2.0
September 2010