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Profiles

Key Concept

A profile is a collection of predefined characteristics that Attendant compares to an interaction, to decide whether to select the profile for processing.  Profiles don't have to be very specific.  They can examine a wide range of incoming characteristics.  For example, inbound call profiles support wildcards and examine a combination of ANI, DNIS, and line criteria.  When a profile is evaluated, the logical OR operator is used.  If more than one criterion is specified, the interaction matches the profile if any of the profile's criteria are met.

Overview

When interactions such as telephone calls or emails come into Attendant, they are filtered by profiles.  Information about the interaction is compared to predefined characteristics defined in profile nodes. The interaction is processed by the custom profile that matches the interaction or by a default profile if the interaction does not match user-defined custom profiles. 

The default profile matches all interactions that get past custom profiles. Default profiles do not contain specific filtering criterion.  Custom profiles contain predefined characteristics that Attendant compares to an interaction, to decide whether to select the profile for processing.

After a profile match is performed, the schedules attached to the selected profile are evaluated. Since processing logic is attached to schedules, control is passed to logic that can most appropriately process the interaction.

For example, an incoming call to the Marketing department is matched to a profile for Marketing's 800 number. Schedules attached to that profile route the call to a selected menu, based upon whether or not the call was received during working hours, at night, or during a company holiday.

Attendant analyzes interactions to select the best matching profile. This ensures that the interaction is processed by the most appropriate profile, schedule, and menu operation. 

Profile Types

Attendant profiles examine criteria specific to the interaction type and call direction (inbound or outbound):

  • Inbound Call Profiles examine the number dialed, Caller ID data, and the line or line group that the call is on.  This can be used to filter calls based on the DNIS ("to") and ANI ("from") information on the call.

  • Operator Profiles examine the user queue, workstation queue, or Attendant Profile that the call arrived on.

  • Email Profiles compare the "To:", "Cc:", and "From:" fields in the Email message header to characteristics defined in the profile.

  • Outbound Profiles examine Call Analysis information, since outbound calls are already connected to a contact when the call is passed to Attendant.  Outbound call matching is based upon whether the call was answered by a live person, fax machine, or answering machine. 

Call Analysis is a CIC process that analyzes a connection to determine if the call reached a live person, a Fax machine, an answering machine, and whether or not an agent is available to process the call.  Outbound profiles use call analysis criteria to route calls based upon the type of party connected.

Call Profiles

Email Profiles

Other