Mirage ACD - Data Look Up

 

Data Lookup is used to retrieve the data like Name, SLA , VIP status, Country, Presence state from the Salesforce.

For example - Name retrieved from the Salesforce can be used to greet the caller by the phone system.

 

There is a default look up set up by default .  User can either edit the set up using the Edit button or even can clone the default record to create new set up record using Clone button.

 

Two types of record possible -

 

 

 

Data Lookup -  standard search

Return any Salesforce information like name, country etc

 

 

 

Data Lookup Name

This field specifies the Data Look Up Name.

 

Data Lookup ID

This field specifies the Auto generated unique Data Look up ID. This field is used for making the Data Look up record unique.

 

Mirage ACD - Setup

This field specifies the Mirage ACD - Setup name. This field is used for making the relationship between ACD set up and Data look up record.

 

Activate

This field specifies that Data Look up record is activated or not. This field is used for activate the Data Look up record.

 

Default

This field specifies that Data Look up record is default or not. This field is used for making the Data Look up record as default.

 

Search Type

This pick list field specifies the search type. This field specifies that which objects and fields will be available for Search In configuration.

 

Default Value

This field specifies the default value. This value will be used, In case of multiple record found or no record found.

 

Custom Field

This field is used for configure the custom fields.

For example: If we configure Contact.FirstName in custom field then it would return the contact first name.

We can list same fields of the different objects like Lead.Name , Account.Name , Contact.Name but not different fields of the same object like Contact.Name,Contact.Language etc. It always return one field of the object found after search.

 

Selected Fields

This field specifies that which Objects and Fields will be used for searching in Salesforce.

 

Edit

Edit button is used for modify the values of the existing record.

 

Clone

Clone button is used for clone the existing record and create a new record.

 

Delete

Delete button is used for delete the selected record.

 

Example -

 

 

Search In - Caller number will be searched in account, contact and lead object phone fields.

Custom Field - Contact.Name, Lead.Name, Account.Name

 

Search will find the caller id in all the three objects configured for search in and if single object is found then the Name will be returned from that object field.

 

For example - Search finds the caller number in lead object only then the return value will be Lead.Name.

 

 

Data Lookup - presence state

Return presence state

 

 

Data Lookup Name

This field specifies the Data Look Up Name.

 

Data Lookup ID

This field specifies the Auto generated unique Data Look up ID. This field is used for making the Data Look up record unique.

 

Mirage ACD - Setup

This field specifies the Mirage ACD - Setup name. This field is used for making the relationship between ACD set up and Data look up record.

 

Activate

This field specifies that Data Look up record is activated or not. This field is used for activate the Data Look up record.

 

Default

This field specifies that Data Look up record is default or not. This field is used for making the Data Look up record as default.

 

Search Type

This pick list field specifies the search type. This field specifies that which objects and fields will be available for Search In configuration.

 

Default Value

This field specifies the default value. This value will be used, In case of multiple record found or no record found.

 

Return presence state

This check box field specifies that Return presence state is enabled or not. This field is used for enable the Return presence state configuration.

 

Presence State

This pick list field specifies that it will provide the presence state status and code on the basis of presence state of CTI data  connector for Salesforce/ Omni channel.

It will provide the default presence state value and code if the presence state value is offline.

 

Edit

Edit button is used for modify the values of the existing record.

 

Clone

Clone button is used for clone the existing record and create a new record.

 

Delete

Delete button is used for delete the selected record.

 

Note : Salesforce does not allow to search in User.Extension field. So for any presence state configuration Search Type must not depend on User.Extension field only. User will not get the expected result if User.Extension is the only search type field configured as Salesforce will not allow the search in User.Extension field.

Search Type can depend on the ACD Extension Number which is custom field from ACD For Salesforce package.