Customer should be identified based on all phone number fields - not just "mobilephone" field. Customer may have multiple phone numbers (e.g., landline, office, mobile) so we need identify based on all assigned phone numbers not just one field i.e. identify customer from telephone1, mobilephone, telephone3 etc..
Alternatively, let admin configure which fields should be used to identify the customer
In our current system, mobile field is not the primary phone field we use, so when we move to Voice Channel, customers will not be identified.
Comments
This can be configured but not using standard methods. Neil Parkhurst has a blog article here https://neilparkhurst.com/2023/11/11/omnichannel-for-customer-service-identify-customers/ where he outlines the steps to patch your Workstream with the revised conditional logic. These are the same steps you are given if you go through support.
Category: Voice - Inbound Calling
I was under the impression that this was in place as these are standard fields. A customer can call by mobile or fixed phone line and should be recognized. A must have for us.
Category: Voice - Inbound Calling
Administrator on 2/9/2024 8:34:16 PM
Tracking brief with ADO item: RI improvements - CCA feature brief.docx