IVR Look Up Case Number

 

1.Goal - If case number entered by the caller is found in Salesforce, the case will be automatically pop up in a tab.

 

2.Automatic Call Distribution for Salesforce set up for IVR Look Up Case Number

 

 

 

 

 

PMG changes for IVR Lookup

 

 

1.First go to "Call Center->Queues" and select the queue you want to edit.Click on the right on the edit icon and select the option to edit the dial plan and you will see the following code blocks.
If not already done fill in the PBX Token in the Mirage Token code block

 

 

 

 

 

 

2.For the Extension Lookup fill in the lookupID and the IVRLookupID in the code phone number block:

 

 

 

 

Note : To test any Automatic Call Distribution for Salesforce set up, you can use Custom Configuration Test Tool available in PBX test tool