Client identification for incomming call

Owned by Marharyta Kadatska
Last updated: Apr 21, 2022 by Olena Bilianska
2 min read

Description

This section contains the information about client identification process on the communication panel when an incoming call is received by the system. 

Fig. 1. Contact is identified on the communication panel

1. Contact identification process

The system searches for the client by the numbers stored on the Contact's "Communication options" detail (2) (Fig. 2). The identification process is as follows: 

  1. System searches by client's phone number:

    1. If it is an extension number, the system looks for a Contact with the exact phone number.

    2. If it is not an extension, the system looks for matches by the Contact's numbers, starting with the last digits of the phone numbers.

  2. The search is carried out by the filter — the type of Communication options:

    • Alternative phone

    • Mobile phone

    • Other phone

    • Home phone

    • Main phone

    • Business phone

    • Extension phone

    • Fax

    • Webitel extension 

    • other possible phone numbers, that are listed in Communication options 

  3. If it is an extension number, the system checks the type of the Contact. The Contact has to have a Creatio account, or the field "Type" on the Contact page must have the value "Employee"  (1) (Fig. 2).

Note: internal number is determined by length. Extension number <= the value of system setting "InternalNumberLength".

Note: the search is also controlled by changing the value of system setting "SearchNumberLength". Its value is the number of characters at which the number is trimmed from the end before searching.

Fig. 2. Contact page

2. Account identification process

The system searches for the client by the numbers stored on the Account's "Communication options". The identification process is as follows: 

  1. System searches by client's phone number:

    1. If it is an extension number, the system looks for an Account with the exact phone number.

    2. If it is not an extension, the system looks for matches by the Account's numbers, starting with the last digits of the phone numbers.

  2. The search is carried out by the filter — the type of Communication options:

    • Alternative phone

    • Mobile phone

    • Other phone

    • Home phone

    • Main phone

    • Business phone

    • Extension phone

    • Fax

    • Webitel extension 

    • other possible phone numbers, that are listed in Communication options 

Fig. 3. Account page