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New Member

Route Calls based on first 2 digits of customer Ref#

Hi,

I just want some help with an IVR script I am preparing.

The idea is to route calls to a different ICM script depending on the Ref# entered by the customer.   Reference numbers are currently 11 digits long (I used Get Digit String to gather the Ref#).

- For References starting by 10, send to X script

- For References starting by 11 to 19, send to Y script

- For References starting by 2, send to Z script

1) What is the best way of identifying and routing the calls to the specified target as written above?. 

2) Are there any good practices for these sort of tasks?

3) is there an specific functions I can use.

Following are the details of my site:

- Cisco CRS 4.5

- Cisco ICM 7.1

Thanks very much for your support

I am not really an UCCE developer, But I intend to learn as mich as I can

Regards

Everyone's tags (3)
4 REPLIES

Re: Route Calls based on first 2 digits of customer Ref#

My personal choice is to put all the decision making in ICM, mostly because there's usually just one ICM script and multiple IVRs which need to be updated in order to make a change.  That being said, here's a high level on how to do it.  In the IVR you collect your reference number and pass it to ICM as an enterprice variable, lets say Peripheral Variable 1.  In ICM you have an IF node which uses the following function if(left(PV1,2)="10", this looks at the two left most variables and checks if it is 10 or not.  If it's 10 you can send it to one ICM script if it's not 10 then you have another IF node which checks if it's something else.

david

Green

Re: Route Calls based on first 2 digits of customer Ref#

My personal choice is to put all the decision making in ICM, mostly because there's usually just one ICM script and multiple IVRs which need to be updated in order to make a change.

Agreed.

Regards,

Geoff

New Member

Re: Route Calls based on first 2 digits of customer Ref#

Thanks very much, this is very helpful information.   You guys rock.

Rergards

New Member

Re: Route Calls based on first 2 digits of customer Ref#

Thanks for the reponses,

with your help, this was really simple to implement.

Regards

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