Preventing Outside callers for making multiple calls.

Unanswered Question
Jan 22nd, 2008

Helloo Experts

we have scenario in contact centre that if any customer make call more than 5 times in day then the 6th call cant be land or cant be transfered to agent and it goes to automated script that deny its call.

Any idea will be appreciated.

Rahat

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Riccardo Bua Tue, 01/22/2008 - 05:23

Hi Rahat,

you do not specify wherever it is IPCCX or IPCCE, either way I would assume you need to transfer your call from an IVR to the agent and not straight to them, but after some IVR treatment, on this IVR you could implement a DB dip with a table where you implemented a simple counter for the caller number, another option would be to do the same with a custom Java class or an HTTP step and a web services.

Anyway you should do some customisation work, I could not think of an out of the box option for it.

Regards,

Riccardo

rahatsiddiq Thu, 01/24/2008 - 00:25

Thank Riccardo.

outside call is first land on IVR and after ivr treatment its goes to an agent but we want that if any caller from same number e.g 92-300-22164487 is called above then 5 times in 24 hrs and then next 6 call will automaticaly dropped. I also got your point of DB dip idea but can you more elaborate this with some example.

Thanks in advance.

Regards.

Riccardo Bua Thu, 01/24/2008 - 00:42

Hi Rahat,

I guess this is Enterprise, you still forgot to mention it, if it is the case for your scenario you could implement a script like this, by example, a DB lookup with a table of two columns derived from the Termination Call Detail table with ANIs and a second field which will be the counter, a simple SQL statement like COUNT * where xxx is the callernumber and where datetime is yyy your timeframe from termination call detail, after the dblookup a formula to evaluate the result and queue if the result is below your attempt number or gracefully disconnect if above, with a DB dip on an IVR all the selection will need to occur at the IVR with a similar criteria and one again gracefully disconnect if above the attempts or queue.

If you need assistance with custom scripting, apart the general custom guide you could make use of the Dev Support Services, a fee based program with some specialists in this area there to assist you.

Regards,

Riccardo

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rahatsiddiq Thu, 01/24/2008 - 00:52

Thanks Ricarrco,

I try to implement this IVR script but I have licensed of IPPC Express Enhanced and i didnt see DBlookup in CRS Editor so can I use DBRead for this script.

Riccardo Bua Thu, 01/24/2008 - 00:57

Hi Rahat,

yes for IPCCX you would need to use a DBRead and to pull the CDRs from the IPCCX DB or the HR if you have it. Another option would be a custom Java class in your case.

Cheers,

Riccardo

rahatsiddiq Thu, 01/24/2008 - 01:20

Riccardo we are IPCCX with enhanced version i think in enhanced the DBREAD is not available so we have to use Java custom class. any idea.

Rahat

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