Installation guide

Using the Call Classifier with Wave Contact Centers 1-5
Chapter 1: Introduction
Wave Contact Center Administrator Guide
Using the Call Classifier with Wave Contact Centers
The Wave Call Classifier can greatly improve the productivity of Contact Centers by identifying
callers, intelligently routing calls, and presenting Contact Center agents with scripts and related
caller information before they take the call.
For more information about using the Call Classifier, see Chapter 26 in the Wave Global
Administrator Guide.
Using the audio controls
This manual describes how to use various recordings—greetings, prompts, and so forth—to
customize the behavior of your Contact Center queues. Wave’s audio controls make it easy to
create and modify recordings of all types. The following controls appear in Wave wherever you
can create and listen to recordings.
To create and play recordings, use the buttons on the audio controls as shown in the following
table and speak into your phone.
Record
When you are ready to record, pick up your phone,
and then click this button. A beep signals that
recording has begun.
Play
Click to listen to the recording.
Stop
When you are done recording, you can either hang
up or click this button.
Fast
Forward
Click to skip ahead while listening to the recording.
Rewind
Click to skip back while listening to the recording.
Release 2.0 Service Pack 1
April 2011