Introduction to Reverse White Pages

Reverse White Page lookup refers to the process of searching for an interaction address, such as a telephone number, in a database or other data source, and retrieving the contact information (name, street address, etc.) of a caller or party called. The reverse matching process eliminates the need for a call center to capture customer name and locality information, since this information can be retrieved later from a database. Throughout this document, the term Reverse White Page is abbreviated RWP, Interaction Tracker is abbreviated Tracker, and Customer Interaction Center is abbreviated CIC.

For inbound interactions, the interaction address used to look up the contact information is obtained differently depending on the interaction type:

• Calls, faxes—the phone number is extracted from the ANI information.

• Emails—the sender's email address is taken from the "From" field of the email.

Note: only ACD emails trigger RWP processing.

• Web chats—if a DNS lookup on the IP address succeeds, the host name is used; otherwise, the IP address is used.

The result of the Reverse White Page (RWP) lookup can be attached to one or more call object attributes. These attributes are displayed by the CIC client to identify the caller, and can be used by third-party applications to pop specific customer records in response to incoming calls. In CIC 3.0 and later, private RWP information is stored in a call attribute named Eic_TrackerRWPPrivateInfo. Public RWP information is stored in an attribute named Eic_TrackerRWPInfo. For more information about attributes, see the Interaction Attributes Technical Reference in the PureConnect Documentation Library.

In addition, Interaction Tracker (if licensed) is notified of the results so that the interaction participant data records get updated with the correct contact information, and so that the Contact Resolution Dialog on the client can decide whether or not it needs to prompt. For more information about licensed and unlicensed Interaction Tracker, see RWP Processing in Interaction Tracker.

Note: Interaction Tracker also has provisions for explicitly tagging an interaction with the correct contact information, independent of the RWP process.

Customer Interaction Center can be configured to search contact data stored in a variety of repositories, including SQL Server and Oracle databases, simple text files, white pages directories, and mail servers such as Exchange. These contact data sources are defined in Interaction Administrator. For details, see "Overview of IC Data Sources and Contact Lists" in the Interaction Administrator help system.

CIC clients

CIC supports two interaction management client applications. This documentation uses the term "CIC client" to refer to either Interaction Connect or Interaction Desktop.