Mirage ACD - IVR Lookup

 

IVR look up is used to find the record from the IVR input, load (display) the record and save the IVR data in the Salesforce using the IVR input value provided by the caller in the phone system. The record is popped up in the Salesforce automatically on the successful search result.

 

Example:

•The caller types in the IVR a case number 0006765

•You can check if the case number exists with the data lookup

•Send the IVR input to Salesforce using the web service for IVR Lookup

•When the call is transferred to an agent, CTI Data Connector for Salesforce will search the case number 0006765, display the case record and save the value in the task on the field IVR ID  (configurable)

 

•You can send multiple IVR values. However only the first value is used for the search

•The feature is can be used for any text values and is not limited to an IVR input

•The values can be used for search in any object and fields, supporting a search with a text value

 

 

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.

 

 

 

IVR Lookup Name

This field specifies the IVR Look up Name.

 

IVR Lookup ID

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

 

Mirage ACD - Setup

This field specifies the Mirage ACD - Setup name. It should have a meaningful name like Lookup Case or Lookup contract.

 

Default

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

 

Save IVR ID

This field is used for configure the custom IVR field for saving in that task object IVR ID field.

The IVR ID field on task can be created using CTI Configuration Page

 

Search IVR ID

This field is used for configure the custom IVR field for search.

 

Example

Case.CaseNumber will use the IVR value and search in the case object on the field case number. If found,  the record will be shown.

 

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.