Introduction

This example shows you how you can request the customer to enter a customer number when an incoming call is received, check this entry and, if entered correctly, serve the customer faster than a customer who has entered no or an incorrect customer number.

Necessary announcements

First create the required announcements in the menu under the item Prompt Management-->Prompts:

1. 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 list. 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.

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The entered sequence of numbers $input is stored in the variable Die eingegebene Ziffernfolge $input wird in der Variablen Kd-Nr gespeichert.

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Das Objekt Liste prüfen hat als Schlüsselwert die Anrufernummer $caller, damit ermittelt werden kann ob die Anrufernummer zur Kundennummer passt.

Der Wert der Wertspalte 2 aus der Liste wird in der Variablen Ku-Nr gespeichert.

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Wird der Anrufer $caller nicht in der Liste gefunden, ist der Anrufer unbekannt. Der Ausgang "Nicht gefunden" des Objektes  wird mit dem Objekt ACD-Gruppe Neukunde verbunden.

Wird der Anrufer $caller in der Liste gefunden, wird der Ausgang "Gefunden" des Objektes mit dem Vergleichsobjekt verbunden.

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Der eingegebene Wert $Kd-Nr. wird mit dem Wert aus der Liste $Ku-Nr. verglichen. Es gibt bei dem Objekt 2 Ausgänge Wahr oder Falsch.

Im Fehlerfall wird eine Ansage gespielt, die den Anrufer informiert, dass die Kundennummer falsch war und ihn mit Prio 50 zur Gruppe vermittelt.

Bei richtiger Eingabe wird an die Gruppe mit Prio 100 vermittelt.

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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.

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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.

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The entered value $Ct-Nr. is compared with the value from the $Ct-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 rebuildingIch hoffe, wir konnten Sie inspirieren - Viel Spaß beim Nachbauen!