Contents

Whitepages

This System tool performs a synchronous Reverse Whitepages (RWP) lookup, which means processing is suspended while the lookup is performed. Behind the scenes, this tool initiates a request that instructs Data Manager to perform a RWP lookup against the data sources that are configured to participate. It waits for the search to complete, and then returns the results.

Typically, this tool is used to populate the body of a voice mail message with directory information or to populate the Name field for a call in a queue. (See the note below about how the EIC_RemoteName call attribute is populated.) This tool compares a telephone number to the phone numbers listed in the WhitePages.txt file and returns any associated directory information listed there. The WhitePages.txt file is located in the Resources directory on your CIC server (for example, <CIC Installed Drive>\I3\IC\Resources). If Whitepages cannot find an associated name and the telephone number starts with a "1," it is looked up based on the area code and exchange for North America.

The WhitePages.txt file may be updated while the CIC system is running; changes to it will take effect shortly after the file is updated. The file consists of one entry per line; each entry consists of a partial (or full) telephone number followed by white space followed by address information. Specify a full address by separating lines with the pipe (|) character (the pipe is replaced with a new line character when the directory information is returned from the tool).

The following sample entries are taken from the WhitePages.txt directory:

1-317-222-2222 Time & Temperature

1-317-872-3000 Interactive Intelligence|7601 Interactive Way|Indianapolis, IN 46268

20 Egypt

All lookups in WhitePages.txt are done on a longest-matching leading string basis, thus a number beginning with 6724 will match Christmas Island but a number beginning with 6725 will match Antarctica. Antarctica has an entry of 672; Christmas Island has an entry of 6724. There is no entry for 6725, so it gets matched with the longest match available (Antarctica).

Note: In its current form the Whitepages tool is not designed for extremely large numbers of entries in the WhitePages.txt file. We have experimented with extracting data from CD-ROM sources for use with the tool, but the licensing problems involved with doing so have precluded us from offering such a service. Since the CIC system needs to access the reverse white pages data in real time we do not support the use of databases from CD-ROMs nor do we support an interface to third party tools.

Note on how Caller ID is looked up: Whitepages.txt is not the first place the CIC looks when populating the Name field (which is the EIC_RemoteName call attribute) for a call in a queue. CIC attempts to populate this field from several data sources, in a specific order described below:

CIC uses the phone number/address information to do a white pages name lookup. If the lookup returns a value, CIC assigns that values to Eic_RemoteName.
Otherwise, if the CO delivered caller name, CIC assigns that value to Eic_RemoteName.
Otherwise, if a formatted remote number was returned by white pages lookup, CIC assigns it to Eic_RemoteName.
Otherwise, CIC assigns "Unknown."

The Whitepages tool performs a synchronous lookup, meaning that it waits for the search to complete and then returns the results. Processing is suspended while the search is performed.

Inputs

Interaction Address

The telephone number, fax number, email address, or web address to look up in the WhitePages.txt file. The type of address information must be specified in the following input field. If a telephone number is specified, the input must be a unique international number. This means that numbers for North America must include an area code and must start with "1"; international codes must start with the appropriate country code.

Interaction Address Type

Specifies the type of input contained in the Interaction Address input.

1=Phone number

2=Fax number

3=Email address

4=Web address

Interaction Direction

Specifies the direction of the interaction. If the search is not associated with an interaction, or is not direction-sensitive, specify "3" for Any.

1=Incoming

2=Outgoing

3=Any

Public/Private Sources

Specifies the source types to include in the search. Note that if 2 (Private) or 3 (Both) are specified, the CIC User ID must be specified in the following field.

1=Public

2=Private

3=Both

IC User ID

Use for private searches only. Specifies the CIC User ID to use for searches against private RWP sources.

Contact List Sources

Specifies which Data Manager Contact List sources to use when performing the RWP search.

Separate items with a plus sign (+). Use '*' for the default RWP sources defined in Interaction Administrator.

Result Format

Specifies the format of the search results string.

1=Display Name

2=Contact Summary

3=XML

Each of these formats is described below.

Format	Description
Display Name	A single display name, as generated by the CIC display name generation/formatting facility. If there are multiple matched rows, then only the data from the first row is used. An example display name is: John Q. Public (XYZ Corp)
Contact Summary	A short summary of the contact data for the first matched row. This format is used for things like fax and voicemail headers, mailing addresses, etc. The first line is always the display name, as generated by the CIC display name generation/formatting facility. The next lines (if present) contain address information. For example: John Q. Public XYZ Corp. Finance 1 Oak St. Albany, NY 12345 USA If a primary phone, email, fax, chat, or web URL is non-empty, it is also added (and prefixed accordingly). An example if all are non-empty: John Q. Public XYZ Corp. Finance 1 Oak St. Albany, NY 12345 USA phone:(333) 444-5555 fax:(333) 444-5556 mailto:john.public@xyz.com chat:john.public@xyz.com http://www.xyx.com
XML	An XML string. This is the only format that may contain more than one result row. It is also the only format that allows applications to access driver-specific attributes. This format is used internally for almost all RWP processing. An example containing two result rows: <?xml version="1.0"?> <rows> <row IndivID="iovqw~m&du#~5\|090\|v3" FirstName="John" LastName="Doe" Department="Marketing" IsPrivate="0" LocID="v9y+oec=&gaz$v9f,[w^93" LocName="Acme-Toledo" OrgID="cbrwl4h.&#n9to$0?@&?3" OrgName="Acme, Inc." Phone="+12223334444^123" Email="john.doe@acme.com" InteractionAddress="+12223334444" InteractionType="1" Source="I3Tracker Public Rwp" ExtSource="I3Tracker Public Rwp" Replicate="0" IsStopSource="1" ICInteractionID="2100176223" ICInteractionAttribute="Eic_RemoteName" DisplayName="Doe, John (Acme, Inc.)" ContactSummary="Doe, John Acme, Inc. Marketing phone: (222)333-4444 ext 123" Origin="2" IsDefinitiveResult="0"/> <row IndivID="e8x`.d#.d~;np6sxh>" FirstName="Jane" LastName="Doe" Department="Sales" IsPrivate="0" LocID="{b>8b];u(;>4v{#-;388]4" LocName="Acme- Cleveland" OrgID=" cbrwl4h.*&#n9to$0?@&?3" OrgName="Acme, Inc." Phone="+12223334444^124" Email="jane.doe@acme.com" InteractionAddress="+12223334444" InteractionType="1" Source="I3Tracker Public Rwp" ExtSource="I3Tracker Public Rwp" Replicate="0" IsStopSource="1" ICInteractionID="2100176223" ICInteractionAttribute="Eic_RemoteName" DisplayName="Doe, Jane (Acme, Inc.)" ContactSummary="Doe, Jane Acme, Inc. Sales phone: (222)333-4444 ext 124" Origin="2" IsDefinitiveResult="0"/> </rows>

Timeout

The time, in seconds, before this tool will return with a timeout error.

Send result(s) to Interaction Tracker

If TRUE, the results of the search will be recognized by Interaction Tracker (only if an Interaction Tracker license is found).

If FALSE, the results of the search are not sent to Interaction Tracker.

LocationFilter

Specifies a string that indicates a Location Filter specified in the Dial Plan. By default, the values can be "<All>", "<Default Location>", or "<Skip this item>" but there may be many custom Location Filters listed as well, if they were previously defined in the Regionalization configuration. Enter the Location Filter name as it appears in the Interaction Administrator dial plan.

Outputs

Directory Information

The results of the search. The format of this data depends on the value of the Result Format input parameter.

Formatted Interaction Address

A formatted version of the address information used in the search.

Exit Paths

This step always takes the Next exit path.