Function documentationAccount Identification (IS-U Criteria)

 

The interaction center agent can use this function to identify accounts. For example, the agent can use the name, premise address, or the business agreement. If the account is not yet available in the system, the agent can create new accounts directly from this screen.

Integration

If your telephony system uses Automatic Number Identification (ANI), the system can already identify a customer before the agent accepts the contact.

If the agent confirms a customer or a business agreement, the information is saved in the business object context, and is copied to the criteria for the further search options for business agreements and premises. The account is also written in the activity clipboard, and is available for further processing steps.

Prerequisites

You can find more information about the general prerequisites for the IC WebClient in the Interaction Center WebClient, under Implementation Considerations.

Features

The agent can use the account identification function to perform the following activities:

  • Search for, create, and change accounts

  • Search for and create business agreements

  • Search for and create premises

    • Search for premise dependent on account

    • Search for premise dependent on account and business agreement

    • Free search

      For example, in the case of a move-in, if there is no existing connection between account and premise.

If the agent has confirmed an account, they can use the link Additional Fields to branch to account data processing. Here, the agent can edit an address, in order to link to the account (for example, when using the address as a bill address or a connection object address for a move-in).

You can find more information about the business agreement search under Activities in Business Agreement.