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Interaction Desktop Help
Caller Name
Customer Interaction Center (CIC) uses several different methods to identify a caller. If CIC cannot automatically determine the name of the caller and handlers or other applications do not identify the caller or provide something to be displayed instead of a caller name, CIC displays a locally defined phrase such as "Unknown Caller."
CIC uses these methods in the following order to identify a caller.
Note: Any name CIC finds is replaced by a name found by a subsequent method. For example, a caller name provided by the PSTN (Public Switched Telephone Network) is replaced by a caller name found in the Company Directory.
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Caller name provided by the PSTN, SIP signaling, or Web Interaction registration information (Chat, Web Call Backs, etc.).
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Caller name located by an RWP (Reverse White Pages) lookup using the caller’s telephone number to locate a name in the RWP database.
Result: If no name is found and the origin of the call can be determined, the City and State of the call are used as the caller name.
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Caller name located by an RWP lookup in the Company Directory or a Personal Directory (such as Outlook Private Contacts.)
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Caller name located by a telephone number lookup in Interaction Tracker.
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A locally defined phrase such as "Unknown Caller."
Note: This is used if none of the preceding methods have identified the caller, usually because the PSTN did not provide the caller’s telephone number.
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A value provided by CIC handlers as part of customer customization.
For example, information gathered from an IVR menu selection such as a product catalog name could be used as the caller name.
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Caller name as entered in the Transfer Dialog box.
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