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Interaction Mobile Office Direct Dial

When Interaction Mobile Office recognizes a caller's telephone number (ANI), it prompts the user to specify a voice mail password. This bypasses the need to ask the user to identify himself by name.

Setting the DID number used to dial Interaction Mobile Office

The ability to direct-dial Interaction Mobile Office is based on a configured DID line. DID is an acronym for Direct Inward Dial. A DID line is specially configured phone line that allows callers to dial inside a company without having to go through an operator or auto-attendant. The line used to dial Interaction Mobile Office is defined by setting IC Server parameter Mobile Office DID to a DID number. This is a string of digits that have the same format as the numbers provided by the telephone company. For example, if CIC sees the DNIS as 13178723000, then the value of the server parameter would be to set that (including the 1).

When users call the Mobile Office DID, the system can recognize the caller's ANI as a number associated with a user. It will then prompt them directly for the Voice Mail password and drop them directly into Interaction Mobile Office.

Note:
Limitations on the Interaction Mobile Office DID Number:

The Interaction Mobile Office DID should not be assigned to any queue in Interaction Administrator, nor should its number be the same as any user/station/workgroup extension. Those all have precedence over the Interaction Mobile Office DID. The order of precedence is as follows:

  1. System DNIS Routing (assigned DID's in administrator)

  2. Interaction Mobile Office DID

  3. Attendant Processing

Interaction Mobile Office Reverse Lookups

Since telephone numbers stored in Directory Services have formatting that is specific to the site and possibly to a mail provider, the reverse lookup to identify a user based on an ANI, cannot test for a single exact match. For this reason a tool was created to perform reverse searches on a number of patterns. This tool look for common US number formats among the home, mobile, and business phone numbers. For more information, see How Interaction Mobile Office reverse lookup works.

When the Interaction Mobile Office DID number is dialed, reverse lookup succeeds for fails:

  • Reverse Look Fails: If the user can not be found, then the user is prompted to say his name, or enter his extension. "Speed" users can also enter or say their password here. So if a user has extension 101 and password 1234, the user can say (or press) "1011234" and (barring ambiguity) will be logged in. After the user is identified by spoken name or extension, the password is requested. It can be entered or spoken also.

  • Reverse Look Succeeds: If the ANI is recognized, then the name is assumed and the user is simply asked for his password. In all cases, after three failed attempts at logging in, the call proceeds under normal inbound call flow.

Integration of Direct Dial with Interaction Attendant

By assigning an Attendant profile with the Interaction Mobile Office DID as the profile's DNIS, error processing behaviors can be customized in Interaction Attendant. After three failed attempts to log in, users would fall back to this profile.