Call Classifier Examples with Web Pop

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ARKTEL SAMPLE GUIDE
TeleVantage Call Classifier & Web Pop
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The uses for the TeleVantage Call Classifier module and Classifier Web Pop are invaluable from
simple office operation to very complex call centers.
The following pages will show examples of the TeleVantage Call Classifier control fields and
rules that are applied to types of calls based on specific criteria. These rules can be used to
manipulate caller ID name and number, as well as apply account and custom data to calls then
route calls based on the desired conditions.
Furthermore, using outside data sources with the TeleVantage Call Classifier means that the
administrator can route calls based on external database queries, determining if the inbound call
meets specific criteria and then automatically applying additional rules and routing to the call.
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The Call Classifier includes another valuable tool, the Web Pop component that can be enabled
to “pop” web links such as marketing scripts for staff/agents to read to a caller based on a
campaign, or perhaps “pop” a web page that identifies the name of the business called, such as
would be common in an answering service, or Web Pop could automatically update a web page
based on the input url information.
TeleVantage Call Classifier Samples
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Copyright© 2015 Arktel, Inc.
APPLICATION OF “WHEN”
DID is the number that the caller dialed, our inward dial number basically. We can route calls
based on DID or apply rules such as updating account information for campaign tracking.

Caller ID number or Caller ID name are self explanatory and the call classifier is capable of
using partial information, such as caller ID number begins with 214555 or name begins with
abc. This is helpful when engaging customers by regions or area codes or identifying the
name of a business that has multiple phone numbers.

This is related to existing call notes, such as a call transferred to the call classifier where the
classifier will determine where the call goes next.

Account code allows us to lookup an account code that may exist for the caller or where
account code was previously assigned at the originating auto attendant or extension.

Trunk number is typically only used with analog lines where a specific physical line is
assigned to a rule for inbound routing to a specific device or person.
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Station ID is used to identify internal calls and apply rules when transferred to the call
classifier.

Custom data is used for calls where we want to correlate a variable name to data that may
exist in a query or that exists from a transferred or inbound call that hit another instance of
the call classifier. Multiple call classifiers can be used to manipulate calls without routing.

The last “when” criteria is “All Calls” which means that the rule applies to all calls no matter
any other criteria and is typically used as a “what to do if the call passes all other rules” such
as send to a queue or default auto attendant.
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Image: Matching Incoming Calls to Rules
TeleVantage Call Classifier Samples
Page 3 of 9
Copyright© 2015 Arktel, Inc.
In the below example, we selected the DID field, then would enter the entire DID or beginning
digits depending on how our DIDs are structured. We might want to update call data in this
example to show the campaign information so the campaign could later be tracked in the
recording archive or using an account code to query a report on how many calls were related to a
specific DID assigned to that campaign.
Here is the line by line detail
When DID
Matches this text
214555 (means any number dialed as 214-555-xxxx)
Update Call Data “Account Code”
To the words CAMPAIGN-FREE-PBX
Final action to transfer the call to extension
Extension 8006, auto attendant or queue handling the campaign
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Image: When Options of Call Classifier
It is important to note there that for DID we would commonly use “Matches text” rather than
“Begins with” and would have included the entire DID. It is more common to use “Begins with” for
caller ID or caller name, but in this example, we wanted to use a partial match to the first 6 digits
of the DID to show that it is possible to base a rule on a range of DIDs.
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TeleVantage Call Classifier Samples
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Copyright© 2015 Arktel, Inc.
CUSTOM DATABASE QUERIES
Using the TeleVantage Call Classifier, a simple caller ID query was built that looks up the caller’s
area code. This query uses an external file that contains area codes and municipality information
then updates Viewpoint call notes to indicate where the caller is likely located.
A query can be built to connect to an ODBC-compliant database to invoke specific rules, such as
sending a specific caller to a queue or auto attendant that may have prompts that advises the
caller of the customer’s status, that the caller has a past due account, or transfer the caller to
specific staff assigned to handle that caller.
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As example, a first time caller to a mortgage company will be assigned to a loan officer who will
collect the caller’s information for a home mortgage loan. After the loan office enters the caller’s
information into the mortgage system, a status is assigned to the caller’s account. Once a status
of “In Process” is assigned, a loan processor is now in charge of the caller’s account. Should the
caller make a call back, the TeleVantage Call Classifier performs a query of the mortgage
system’s status table, determines the caller is assigned Loan Processing Queue and re-routes
the caller to loan processing, thereby eliminating the need for a loan office to constantly transfer
callers and improving productivity.
Image: Area Code Region Information Query
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TeleVantage Call Classifier Samples
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Copyright© 2015 Arktel, Inc.
REDUCING SOLICITOR CALLS
Below is a TeleVantage Call Classifier rule that circumvents solicitors or unwanted callers from
getting through to staff, thereby limiting the impact on productivity where staff undesirably act as
office receptionists or operators to transfer calls or for unprofessional solicitors who attempt to
solicit sales by calling the sale queues.
In the example below, we play a message to the caller from an auto attendant at extension 8097
that tells the caller they should not call back and their call is unwanted because we deem the
caller to be a “phone spammer”, someone who calls without solicitation or that makes repetitive
undesirable calls into the phone system.
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Image: Reducing Unwanted Calls from Vendors, Solicitors, Spammers
Additionally, this rule could be used to re-route specific vendor calls to the appropriate staff,
circumventing the caller from reaching the wrong staff such as an IT vendor being routed to the IT
Manager while the Office Supplies vendor could be directed to the Office Manager.
The Call Classifier can also help a business curb toll free expenses, where the classifier identifies
the vendor/solicitor has called in on the toll free DID, and we implement a rule to re-route the
vendor to a messages stating to call back on a non-toll free number during specific times of the
day.
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TeleVantage Call Classifier Samples
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Copyright© 2015 Arktel, Inc.
AUTOMATICALLY DISCONNECT OF UNWANTED CALLS
A secondary example of diverting unwanted calls is to simply Hang-up the inbound call, such as
when receiving multiple crank calls or perhaps when an unused DID has been dialed and the
inbound call is mostly like not relevant to the business (since unpublished DIDs are commonly
only accessed by telemarketers).
As you can see from the Final action drop down below, we can transfer the call to an extension,
continue on to another call classifier rule, send the caller directly to someone’s voicemail, return
the call to a routing list, or select to hang up the call.
In the below example, the caller is making a prank call and unlikely to listen to a phone spammer
message. For this type caller, we simply have the system hang-up the call thereby freeing the
phone line quickly for other calls and reducing the likelihood the prank caller will call back again,
since no system message is heard and calls from this caller are repetitively and immediately
disconnected.
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Image: Automatically Disconnecting Unwanted Calls
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TeleVantage Call Classifier Samples
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Copyright© 2015 Arktel, Inc.
SAMPLE CALL CLASSIFIER FIELDS, CRITERIA, AND ACTIONS
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When Fields
When Criteria
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Call Data Manipulation
Final Action Options
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TeleVantage Call Classifier Samples
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Copyright© 2015 Arktel, Inc.
CALL CLASSIFIER WEB POP
Below is a screenshot of the Call Classifier Web Pop that opens a web page url based on criteria
that is specified in the Call Classifier or that has been manually added to a call.
As example, a call to DID 1234567890 may be used for Campaign-A. When a call comes in for
the DID, the Call Classifier adds Campaign-A to the account code field, so which Web Pop then
“pops” or launches a web page to the specified url. This url could be a link to an internal web
page that shows the agent’s script to be read to a customer or could link to specific information on
a web site that is used to collect customer information based on the campaign.
Another example of a web pop might be to perform a Google Search, launch a web-based timer
so staff know when they need to move on to the next caller, or to show information relevant preselected attendant information as to why the caller is calling, such as a Nurses Hotline.
Pops can be based on DID, Caller ID name or number, call notes, account code, or data variable.
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Image: Call Classifier Web Pop
Web pop usage requires a licensed installation of the TeleVantage Call Classifier IVR and will utilize an
existing Viewpoint license for each user. Web pop operation may be dependent on the installed web
browser and/or Windows Firewall exceptions; depending on the operating system.
TeleVantage Call Classifier Samples
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Copyright© 2015 Arktel, Inc.