Page Comparison

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Caller Lookup

Queue Lookup – the name of the caller lookup profile. This is used for dynamic caller routing based off the CLI of the inbound caller, when there is no out-of-the-box CRM integration (e.g. with Salesfroce, Dynamics, Zoho etc) and CyCX integrates with, for example a home grown database / CRM. See below section for more info.

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Queue Caller Lookup 

The Queue Caller Lookup contains a list of database lookup profiles that can be used by CyCX to determine the queue the call must be assigned to, by searching against the caller number.  

The caller lookup feature requires the CyDesk Lookup Engine service to be installed and started. This service is included when CyDesk is installed however it is not enabled by default. Go to CyDesk Manager Configuration, then to Services. Enable the Configuration mode to install the CyDesk Lookup Engine service and start the service.  

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A new caller lookup profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon. 

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There are 3 types of caller lookup mode: 

 Simple – Find the destination queue from the ctiQuickLookup table in the Cydatabase. 

 Advanced – Integrates with ODBC profiles to find contact ID and the destination queue. 

 Stored Procedure – Integrates with MSSQL via ODBC by running a stored procedure that returns the destination queue. 

 See details on each type and how to create profiles below. 

 Once Caller Lookup Profile is created, create Queue Assignment with Mode - Caller Queue Lookup and select your Lookup Profile. 

NB: If you don't use indial extensions you can leave "Device" field blank to have this assignment to pick up calls from all announcement ports. 

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Simple 

This mode searches the ctiQuickLookup table in the Cydatabase. Tools such as Microsoft SQL Server Studio Express can be used to add records into the table.  

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ID – Unique identifier automatically assigned by the SQL Server. 

PhoneNumber – The number to be compared against the caller number for a match.  

Name – The contact name. 

Queue – The ID of the queue to assign the call when the caller number matches the PhoneNumber in this record. 

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Default Queue if No Match – when enabled, the system will route the call to the default queue when searching the ctiQueueLookup table fails to find a match. 

Default Queue – where the call will be routed to when the lookup returns zero match. 

Advanced

The Advanced mode combines customer identification lookup with customer queue assignment lookup. Both lookups are performed via ODBC. The customer identification lookup uses the caller number to find the customer ID as a result. This ID will then be used as an input for the customer queue assignment lookup. Different queue assignments can be set according to the values in the queue ID column.   

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Customer Identification 

ODBC Profile – the ODBC integration profile configured in CyDesk. 

Multiple Matches – use either first match or last match when there is more than 1 match. 

Default Queue if No Match – when enabled, the system will route the call to the default queue when the customer identification process fails to find a match. 

Default Queue – where the call will be routed to when the lookup returns zero match. 

Lookup Queue from CustID – must be enabled for the feature to work properly. 

Customer Queue Assignment 

DSN – the ODBC DSN configured in the local machine where the lookup service is running, which connects to the data source that contains the customer queue assignment/. 

Table – the table name that contains the customer queue information 

Customer ID – the column in the Table that contains the customer identification 

Queue ID – the column in the Table which values will be used as identifier for queue assignments. 

Queue Assignments 

Database Value – the different values stored in the Queue ID column  

Queue - the destination queue  

Example: 

All customers that have been marked as BLACKLIST must never be answered. 

Stored Procedure 

This mode integrates to a Microsoft SQL Server via the ODBC profile configured in the ODBC tab.  

A stored procedure that accepts the caller number as a text input, and returns the queue ID as an integer as the result. Tools such as Microsoft SQL Server Studio Express can be used to create the stored procedure.  

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ODBC Profile – the ODBC integration profile configured in CyDesk. 

Stored Procedure – the name of the procedure. 

Default Queue if No Match – when enabled, the system will route the call to the default queue when the stored procedure fails to find a match or returns an error. 

Default Queue – where the call will be routed to when the lookup returns zero match. 

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For other Configuring a Queue Tabs see here:

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