Interaction Intelligence Dial-Out from the Browser

Interaction Intelligence Dial-Out from the Browser

Document number: 11635

Dial-out from the browser allows analysts to call a customer by expanding the Company Information section on the Customer1 Case page, and clicking on the phone icon next to the Representative phone number. This function is dependent on the data received from Customer1, and there are currently many inconsistencies in the phone number formatting. Since all analysts are using one server located in Pleasanton, be aware that if you place a call from your respective region outside of North America, the call will route through this server and back out to the calling party. Therefore, potentially 2 calls are accruing long distance charges.

NOTE: For this feature to function well in the future, it is important that analysts correct all incorrect numbers, and also correct the customer's region where possible.

I3 receives the Region information and the phone number from Customer1. For example, the system receives Australia as the region and 3 9273 5597 as the phone number.

If the region is not US-Midwest, US-Northeast, US-South, US-West or Canada, the system finds the correct country code based on the region from a table created in I3. The system then checks to see if this country code is already included in the number. If not, it is added to the phone number, along with the international dial string. The system then populates the number into the I3 client and attempts to dial. In the example for Australia above, the number dialed would be 9011 61 3 9273 5597.

The same scenario happens for all regions outside of the ones already mentioned.

If the region is US-Midwest, US-Northeast, US-South, US-West or Canada, the number is considered a local (regional) call and dials out as it is shown in the phone number field.

Other things to note:

If there is no region assigned to the case, I3 tries to transfer the number. If you notice that there is no region, please check to see that the number is entered correctly. When this scenario happens for international callers, you need to add the international dial code and country code in the phone number field for it to process correctly.

When you change a phone number, you must save the case, close the case window, and open it again to use the dial out feature.

It is also important to note that if a region is different from where the Customer Representative is located, the call does not process correctly. For example, if a person is located in North America but the region of the case shows "Australia," the system tries to attach the Australian international dialing string and the country code, and the call to the North American Representative fails.