Planning the use of fields for customers
Deciding which fields to use requires some planning during deployment. Identify one or more customer fields that function as a unique “key.” Ensure the key used is not duplicated for any other customer. The fields comprising the key vary from one deployment to another.
For customers, use any of the supported contact The entire communication experience for a customer, from beginning to end. attributes available for Identification Rules. Supported fields are:
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ANI (Automatic Number Identification)
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Called Party
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Called Party Name
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Calling Party
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Calling Party Name
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DNIS (Dialed Number Identification Service)
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First Message
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Last Message
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Any of the custom attributes configured for the system
For example, you could use a Custom Data field, such as account number and account PIN. The combined fields provide each customer with a unique key. In this instance, since multiple people use a single account number, use of an account number alone is not sufficient as a key.
Implementation of Custom Data requires system planning to obtain the unique data required from CTI.