Introduction
This example shows you how you can request customers to enter their customer number when an incoming call is received, check this entry against a list and if entered correctly, serve the customer faster than a customer who has entered no customer number or an incorrect one.
Necessary Prompts
First create the required prompts in the menu under the item Prompt Management ... Prompts:
- Request to enter the customer number.
2. Error message Input too short
3. Error message customer number wrong
Lists
Create a list containing all customer numbers via the menu System Settings ... Lists. The list can also be exported from a CRM system and imported into the system. If you have a large amount of data, it is better to use a REST query.
Field 1 contains the phone number of the customer
Field 2 contains the customer number of the customer
Routing application
Now create a routing application in the menu Routing ... Routing Applications:
The "Enter customer number" object is configured to play a signal tone after the announcement.
Barge In means that the caller does not necessarily have to listen to the announcement until the end before starting the input.
The customer number must have a minimum and maximum of 4 digits and the entry of the customer number must be completed with the '#' key.
The entered sequence of numbers $input is stored in the variable Ct-Nr:
The "List Lookup" object has the caller number $caller as key value, so that it can be determined whether the caller number matches the customer number.
The value of value column 2 from the list is stored in the variable Ct-Nr.
If the caller $caller is not found in the list, the caller is unknown. The "Not found" output of the object is connected to the object ACD group New customer.
If the caller $caller is found in the list, the "Found" output of the object is connected to the comparison object.
The entered value $Ct-Nr. is compared with the value from the $Cu-Nr. list. There are 2 outputs for the object True or False.
In the event of an error, an announcement is played informing the caller that the customer number was incorrect and connecting him to the group with Prio 50.
If entered correctly, the call will be transferred to the group with Prio 100.
I hope we were able to inspire you - have fun rebuilding!