Collect Customer phonenumber 1

[Mattan]

Hi,

At our sales department we would like to give the customer an option to enter their phonenumber with their telephone if the que is too long. Then the salesdep calls the customer within an hour or so. We want the customers phonenumber to be stored in a database.

Is it possible to do this somehow and store in a database?

Thanks!!

Br Martin

 

[mikeyb123]

Yes this is possible via HDX (host data exchange)

The way this works is by collecting digits into a variable and then passing them on via a sql statement into a database. we've tested on a access database .

Chapter 10 of the scripting guide gives you a idea of what's possible. implementing can be another matter.....

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[Mattan]

Hi mikeyb123,

Thanks!

Do you write the SQL statement in the script after you collected the digits?

Br Martin

 

[DancingDave]

A cheaper method would be to punt them to MMail (or Call Pilot) and get them to leave their number.

DD

 

[mikeyb123]

DD's right you can dump them off to a mail box, but someones got to go in to them and pick them up. Also if call volumes are high they could end up queueing to leave a message.

The SQL statement gets put in the back end. you run the database integration wizard set up the provider id and at the end of the wizard you get to write your query.

In the script you have the variables that collect the digits.

We had a terrible time getting this to work. I would recommend getting your maintainer to look at this.

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[Mattan]

Thanks! Ya'll been very helpfull!!
But I heard that you can only record 10 minutes in MMail, if it's so someone has to check the recordings every 10 minutes or so.

And were do I find the database integration wizard? We run Symposium 4.2, is the database integration wizard in that version or is it in ver 5.0?

 

[DancingDave]

Mattan, you can set up mailboxes with greater than 10 mins recording (we use one with 60 minutes for our voice prompts).

You can also set the mailbox to light a lamp on a turret (your choise as to which one) so you only check when a message has been left.

As Mikey B says, if there are a lot of calls going to Mail, you could spend a lot of time retrieving them. It's a balance between the expense and hassle of HDX versus the resource required to pull calls from Mail.

DD

 

[rfwhite]

In addition to what the above folks said-

Be aware that upgrading to 5.0 may be a real problem if you're running HDX. We're still fighting some of those troubles.

 

[Cookycate]

There are some companies out there that offer off-the-shelf solutions for what is called "caller-elected callback" in Symposium. You can use Call Pilot to gather the phone number and desired callback time from the caller and then use HDX and a CTI solution to automatically generate the outbound call to the customer.

 

[esteede]

A solution which looks after the callbacks for you is the most efficient and uses less man power to implement. We use a solution called Q4U which takes the customer's number and automated the callback. It also has a useful reporting capability.

Ed