How to do a DB lookup in ICM and return the ANI and Rewards Number to CTI

Users2013 · ‎05-08-2013

Hello,

Does anyone know how to take the ANI and do a database look up to get the customer loyalty program number? After the number is collected, I need to return the ANI and the loyalty number to CTI using variable 5. Any feedback on how to accomplish this?

Senthil Kumar Sankar · ‎05-08-2013

Hi,

In your DBLookUp, you need to specify the Lookup value like "Call.CallingLineID", so that this field will be checked in the External Database and Records are returned,

Then you can use a SET Variable and in the Formula editor look for the Object "Database" and select the Databse and the respective Variable which needs to be filled in the PV5

In the Datatbase Look Explorere, you should be having what are all the values to be returned from External DB, they should be listed in the Variable list, when you work on formula editor of the Set Variable Node.

Regards,

Senthil

Users2013 · ‎05-14-2013

Thank you. This is very helpful. We are stuck on the formula now. We want to return the calling line id and the loyalty number to CTI. Do you know how the formula should look?

Senthil Kumar Sankar · ‎05-14-2013

Ok if you have succesfully connected to the Database and call come out of the Right branch in your DBLookUp Node.

You need to create a Set Variable, If you want to display the Loyalty Number in Peripheral Variable 1, Choose that variable and Click th formula Editor. In the formula Editor, choose the Object Type as Database select the database and choose the vairable as Loyalty Number.

Note :You should have all the Variable in the Databse Explorer created under this Databse.

I have atached a scrrenshot like how to se the Customer Type in Peripheral Variable 1

By Default ANI should be there in the Agent Desktop or Toolkit

Pam Scarpino wrote:
 Thank you.  This is very helpful.  We are stuck on the formula now.  We want to return the calling line id and the loyalty number to CTI.  Do you know how the formula should look?

Regards,

Senthil

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