Automatically show information about inquirers

If you're an administrator, you can set up caller information lookup to show, for example, number, name, company, or street address, in the Zylinc applications, when agents get a call, an e-mail, or a chat inquiry.

The system searches for the inquirer’s phone number, e-mail address, or other information that identifies the person behind the inquiry. The system can search in the internal ZyDB database as well as externally, such as in an external database, or in a third-party system.

For web chat inquiries, the inquirer enters their name, phone number, e-mail address, or other information that identifies them, before the chat session begins, and the system then uses that information for the lookup.

For voice calls, you can set up an IVR menu, for the caller to enter an account number, social security number, case number, or similar, and the system then uses that information for the lookup.

• Users or contacts in the ZyDB database, which you can set up to also include users or contacts synchronized from Active Directory, a PBX, or a CSV file import

• External MS SQL Database that contains a custom stored procedure

• CSV file that maps phone numbers, e-mail addresses, or other information that identifies inquirers, to fields that caller lookup information can return

• Third-party web service

• Markedsdata

• Geomatic

• TDC DK 118

When the system looks up a phone number, e-mail address, or another value (or tag) that uniquely identifies an inquirer, caller lookup information returns a set of obvious parameters, for example, number, name, company, or street address.

Other parameters have a special purpose:

RoutingPriority: Assigns different priorities to different callers. This is useful if you use caller-rated distribution.

QueueName: Assigns Zylinc queue names to different callers. This is useful if you use caller-rated queueing.

For more information about RoutingPriority, QueueName, caller-rated distribution, and caller-rated queueing, see How Zylinc distributes inquiries to agents

Dn: Foreign database key to the dn column in the table usr_workset in the ZyDB database. The foreign key uniquely identifies the matching user, so that Zylinc clients can display for example a picture of the user, or a link to search for other users in the same department. Dn is only meaningful for internal lookups, where the caller matches a user who's already present in the ZyDB user database.

A stored procedure in a Microsoft SQL database is similar to a procedure in other programming languages. It accepts input parameters and returns multiple values in the form of output parameters.

In the Zylinc Administration Portal, you can download a template for a stored procedure. This is useful when you want to have custom lookup information returned from a phone number, e-mail address, or other information that identifies the inquirer.

1. In the Administration Portal menu, select INSTALL > Portal Configuration

2. Select ID Lookup, and click Save

3. In the Administration Portal menu, select SYSTEM > ID Lookup

4. Click Download Template

A software developer who's familiar with Microsoft SQL database development can edit the template source code to meet your requirements. The edited stored procedure should be able to look up phone numbers, e-mail addresses, or other information that identifies the inquirer in a custom (or third-party) system, and return, for example, name, title, or company.

The edited stored procedure should be able to handle the fact that the argument number can be in several different formats depending on the PBX. For example (+45x, 0045x without prefix, 0045123, 123, 0045-123, 12 3, etc.). The argument number can also be represented in the form of an e-mail address, or in any custom format (tag) that identifies the inquirer.

Save the edited stored procedure directly in the custom (or third-party) database, or create a new database to contain the stored procedure.

You can save your customized stored procedure with any name that you want, as long as the return result is as specified.

Zylinc doesn't let you customize tables or programmability or make any changes in ZyDB.

1. In the Administration Portal menu, select SYSTEM > ID Lookup

2. In ID Lookup - External, Provider, select SQL Database

3. In Type, select Microsoft SQL Server

4. In Host, enter the hostname or address of the SQL server that hosts the database that contains the custom stored procedure, for example sqlserver01

5. In Port, enter 1433

6. In Username and Password, specify a user with permission to execute the stored procedure and return data.

7. In DB name, enter the name of the database that contains the customized stored procedure.

8. In Procedure, enter the name of the stored procedure, for example: sel_user_from_number_ext

You can configure the Zylinc solution to look up information in a third-party external web service, if the web service uses the following structure:

HTTP request

Number lookup with HTTP GET that uses the following request URI format:

http://some-specified-address?number=213&directory=A

Request structure

HTTP response

The HTTP response is a combination of the status code and potentially also a body containing an XML object with information

Response structure

XML structure

Example: Success

Request

GET /lookup?number=%2B4512345678 HTTP/1.1
Host: localhost:49020
Accept: application/xml; charset=utf-8

Response

HTTP/1.1 200 OK
Content-Length: 572
<?xml version="1.0" encoding="utf-8"?>
<number_lookup_response xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://numberlookup.example.com">
<name>John Doe</name>
<street_address>77 Sunset Strip</street_address>
<city>12345 Hollywood</city>
<company>Acme Corp.</company>
<title>Software Developer</title>
<number>+112345678</number>
<number_type>MobilePhone</number_type>
<info>Acme Corp. HQ</info>
<priority>1</priority>
</number_lookup_response>

Example: No match

Request

GET /lookup?number=213 HTTP/1.1
Host: localhost:49020
Accept: application/xml; charset=utf-8

Response

HTTP/1.1 404 Not found
Content-Length: 0
Connection: close

Example: Failure

Request

GET /lookup?number=+45273a1232 HTTP/1.1
Host: localhost:49020
Accept: application/xml; charset=utf-8

Response

HTTP/1.1 400 Bad request
Content-Length: 351
<?xml version="1.0" encoding="utf-8"?>
<number_lookup_response xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://numberlookup.example.com">
<response_message>Unable to parse number</response_message>
</number_lookup_response>

You can use call lookup to pass parameters about an inquiry in the Zylinc solution to a third-party system, for example, Salesforce, ZenDesk, or many other CRM systems.

When an agent handles an inquiry, the third-party system automatically pops up on the screen, and finds and shows relevant information based on parameters supplied by the Zylinc solution. It's also possible to make this a manual solution, where the agent must click a Lookup button.

Examples of parameters that, if available, the Zylinc solution can supply for different queue types:

• For voice queues: The A-number of the caller ($ano$), or a number that the caller has been asked to enter on the telephone keypad via an IVR menu ($ivrdigits$). The latter can, for example, be a case reference number, customer id, subscription number, or social security number.

• For e-mail queues: The e-mail address of the sender who initiated the inquiry ($ano$).

• For chat queues: A phone number entered by the person who initiated the inquiry ($ano$).

  In other words, the $ano$ parameter may contain either a phone number or an e-mail address.

In the Administration Portal, you can choose different invocation methods, depending on the interface of your third-party system:

• Link Call: Open a URL in the default web browser. The URL can contain parameters about the Zylinc inquiry.

• Command (Windows Executable): Open a Windows program in the same user session as the agent's Zylinc client. The command line, that you use to start the program, can contain parameters about the Zylinc inquiry.

• Advanced custom integrations for software developers: Useful for numerous usage scenarios, for example ZenDesk support ticket creation, dynamic data exchange (DDE), or a call to a custom DLL.

  You can also pass the statistics database key for the call ($zytag$) to a custom application or web page that then uses the key to query additional data about the call from the Zylinc statistics database (ZyStatDB).

You can use the following example to set up a call lookup that passes a case reference number parameter entered by the caller to a third-party Windows application that runs in the same user session as the agent’s Zylinc client.

In this example, case reference number is a number of up to 5 numerical digits that the caller is asked to enter on their telephone keypad, before the call in the queue will be offered to agents.

The process where a caller is asked to enter digits is known as IVR digit collection. The name of the call lookup parameter that you're going to pass to the application is therefore $ivrdigits$.

If the caller doesn’t enter a case reference number within 10 seconds, the system starts to offer the call to agents, but the lookup button and any automatic lookup for the call will be deactivated. In such cases, there isn't any content in the $ivrdigits$ parameter to pass to the third-party application.

Task 1: Create call lookup and specify command to execute

1. In the Administration Portal menu, select INSTALL > Portal Configuration

2. Select Call Lookup and click Save

3. In the Administration Portal menu, select SYSTEM > Call-Lookup

4. Click Add new Call Lookup

5. In Configuration Name, enter a name for the call lookup.

   Example: CRM open case by number

6. In Method, select Command (Windows Executable)

7. In Call Answer/ Click, enter cmd.exe /k echo Case reference number=$ivrdigits$
   

   In this example, cmd.exe /k echo just opens a command prompt window on the agent’s screen. The window will simply display the digits that the caller entered.

   To set up a real-life integration, replace cmd.exe /k echo with the path to the third-party Windows application and the command line parameter to open the case in the CRM system, for example: "C:\Program Files (x86)\CRM Application\CRM.exe" /OpenCase $ivrdigits$

Task 2: Set up IVR digit collection for queue

Set up a voice queue to collect up to five IVR digits about the caller's case reference number:

1. In the Administration Portal menu, select QUEUES > Voice Queues

2. Click the queue that you want to collect IVR digits from

3. Click ADVANCED (in the top-right corner)

4. In Digit Collection Announcement, select Zylinc-dc-enter-case-id-none.wav

   That audio file contains a narration of the following text: Please enter your case reference number, followed by the hash key. If you have no reference number, please wait.

5. In Digits Max, enter 5

6. In Digits Timeout, enter 10

7. In Digits Attempts, enter 1

With this setup, the caller is asked once (Digits Attempts), to enter up to 5 digits (Digits Max). When the fifth digit has been entered, or if the user presses the hash key, the system knows that no more digits will follow, and starts to offer the call to agents. If the user doesn't enter any digits within 10 seconds (Digits Timeout), the system starts to offer the call to agents, and the call will not offer lookup.

Task 3: Set up call lookup for queue

You can now set up the queue to use the call lookup and the digit collection that you've created.

1. In the Administration Portal menu, select INSTALL > Portal Configuration
2. Select Queue Advanced and click Save
3. In the Administration Portal menu, select QUEUES > Voice Queues
4. Click the queue that you want to add the call lookup to
5. Click ADVANCED (in the top-right corner)
6. In Call Lookup, select the call lookup that you previously created
7. Click Save

Task 4: Set up ZyDesk to automatically do lookup

As an administrator, you can set up ZyDesk to automatically invoke a call lookup, without the need for agents to manually click the Lookup button.

1. Log in to ZyDesk as an administrator
2. In the ZyDesk menu, select File > Settings > Interface > Switch > Lookup
3. Select Automatically perform lookup on incoming call
4. In the tree structure, right-click Lookup and select Access level > Administrator
5. In the tree structure, right-click Lookup and select Configuration level > Database
6. Click OK
7. Restart ZyDesk