RWP Processing Algorithms

The RWP processing algorithm varies depending on whether or not Interaction Tracker is licensed. This section describes the algorithm without delving into the details of processing performed in Interaction Tracker.

Note: This discussion is mainly applicable to external interactions. In general, intercom interactions do not issue RWP lookups since CIC already knows who the user is. However, there are some exceptions, such as EMS external leg calls, and handler-initiated lookups for fax and voicemail header contact information.

The following sequence of events occurs during RWP processing:

• Step 1: Initial setting of EIC_RemoteName in CReverseWhitePagesU DLL

• Step 2: Asynchronous RWP lookup invocation in CReverseWhitePagesU DLL

• Step 3: RWP lookups in DataManagerU.exe