The Check CRM Data applet redirects a call flow according to the properties of the caller.You can use the applet in one of the two following modes:
- Check CLID. In Check CLID mode, the applet is routed according to whether the caller's CLID is found in the Contact (CRM) database.
- Check Additional Customer Field. In Check Additional Customer Field mode, the applet is routed according to whether the IVR slot information matches an existing customer in the CRM database
Check CLID
| Field | Options | Description |
|---|---|---|
| Check CLID | Select | Determines the mode that you use the applet in. Select Check CLID to use the applet in CLID mode. Alternatively select Check Additional Customer Field in the section below to use the applet in Check Additional Customer Field mode. |
| If CLID Withheld | List of available applets | The applet that the call is routed to if the CLID is withheld. |
Check Data Options
| Field | Options | Description |
|---|---|---|
| Check Additional Customer Field | Select | Determines the mode that you use the applet in. Select Check Additional Customer Field to use the applet in Check Additional Customer Field mode. Alternatively select Check CLID in the section above to use the applet in CLID mode. |
| Check IVR Data Input Slot | List of available IVR slots | The IVR slot that collects and stores data during a call. |
| Check Against | List of customer fields in the customer database | The field data to compare the collected IVR data to. The call is routed according to whether the specified IVR data matches the customer data. For example, select a field that contains the customer account number to match account number information collected during a call. |
Routing Options
| Field | Options | Description |
|---|---|---|
| No Match | List of available applets | In Check CLID mode, the applet that the call is routed to if the caller's CLID number does not match a customer's CLID in the database. In Check Additional Customer Field, the applet that the call is routed to if the collected IVR data does not match any customer record in the database. |
| One Match | List of available applets | In Check CLID mode, the applet that the call is routed to if the caller's CLID number match a single customer's CLID in the database. In Check Additional Customer Field, the applet that the call is routed to if the collected IVR data matches a single customer record in the database. |
| Multiple Matches | List of available applets | In Check CLID mode, the applet that the call is routed to if the caller's CLID number more than one customer's CLID in the database. In Check Additional Customer Field, the applet that the call is routed to if the collected IVR data matches more than one customer record in the database. |
