Identifications Module Overview

The Identifications Module allows callers to be recognised using stored database information. Identified callers can be routed through a specific call flow or excluded from certain services based on predefined criteria.

Advantages of Caller Identification

Identification enables organisations to:

• Track call volumes per office or department.
• Personalise service based on caller identity.
• Restrict or prioritise access for certain callers.

Example Scenario

A multinational company’s technical helpdesk supports ICT-related queries worldwide. Using caller identification, the system:

1. Tracks call volumes from different offices.
2. Displays caller details in the agent’s application.
3. Routes authorised callers to the international helpdesk.
4. Groups callers by office for more efficient reporting.

Similar use cases include:

• Offering premium service to paying customers.
• Differentiating new vs. returning callers.

Caller Identification Methods

Benefits of Caller Identification

• Displays caller details in the agent’s Client application.
• Enables customised call flows, such as:
  • Routing callers to dedicated services or departments.
  • Playing personalised prompts, e.g., "Safe and Sure welcomes you to Gold Service Assistance."
• Allows call prioritisation:
  • Identified callers can be placed higher or lower in the queue based on priority settings.

Each Identification Module is linked to an Identification List, containing the stored caller data.

Step 1: Create an identification list

The Identification List enables multiple Identification Modules to reference a single member list, improving efficiency in caller identification. This allows for sequential identification, such as CLI first, followed by PID.

1. Access Identification Lists

• In the Explorer Pane, navigate to Voice > Identification Lists.
• A list of existing Identification Lists will be displayed.

2. Create a New Identification List

• Click Add.
• Assign a logical name to the Identification List.
• Click Add to save.

3. Configure Identification Members

• Select the newly created Identification List.
• Click on the Identification Members tab.
• Click Add to insert new members.

4. Identification Member Fields

Note: The $USER entry is always checked last in an Identification List.

5. Importing Members into an Identification List

Export Existing Data First

1. Select the Identification List you wish to update.
2. In the Identification Members tab, enter details for one member.
3. Click Export to save a CSV file.
4. Choose a location to store the exported file.

Edit & Import Data

5. Open the exported file in Microsoft Excel.
6. Add new members and fill in their data.
7. Click Import and select the updated CSV file.
8. Click OK to complete the import.

Note: A duplicate check is performed based on:

• Identification Number
• Telephone Number
• Email Address

Step 2: Create an identification

The Identification Module allows callers to be recognised based on pre-stored information and routed accordingly. You can configure various identification methods to enhance call handling.

1. Access Identification Settings

• In the Explorer Pane, navigate to Phone & Text > Identifications.
• A list of existing Identification Modules will be displayed.

2. Create a New Identification Module

Click Add to create a new Identification Module.

Configure the following settings:

Name – Assign a name to the module (displayed in reports).

Identification Method – Select how the caller should be recognised:

• CLI – Calling Line Identity (matches stored phone numbers).
• Called Phone Number – Recognises calls based on the dialled number (DNIS).
• PID – Personal Identity (requires callers to enter a PIN).
• PID with Confirmation – Same as PID, but requires PIN confirmation.
• Channel Number – Identifies calls based on the Channel Number.

Identification List – Select the list of members used by this module.

Copy Fields (Default = Always) – Controls which caller details appear in the Client application:

• Always – Caller details are always displayed in the Client.
• When Empty – Displays UCS User details if the identified caller is a UCS User.
• Never – Caller details are not displayed.

3. Identification Code Settings

If PID or PID with Confirmation is used, enter the following details:

Request Input Prompt – The prompt played when the caller enters the Identification Module (e.g., "Please enter your personal registration number and end with a Hash.").

Max Number of Digits – Specifies the maximum digits allowed for the PID.

• The system processes input when the caller presses "#".
• Processing delays follow the UMC Messagebox settings:
  • First Digit Timeout – Maximum wait time for the first digit.
  • Time Between Digits – Maximum wait time between entries.

Max Number of Retries – Defines how many times the caller can re-enter the PID.

• If the caller exceeds the limit, they will be routed to the Error Action (see below).

4. Exception Handling

• Error Prompt – The message played if the caller fails identification.
• Error Action – The fallback destination for failed identification attempts.
• Default Action – If an identified caller has no assigned next module, they will be routed to the Default Action.

5. Save the Identification Module

• Click Add to save your changes.