is there an option on netcall at all where is could ask the customer for an account number during the ivr process and then pull this through at the start of the call
Hi @Lorna5885 yes, and it’s very easy. Take a look at this post Here
This post allows you to store it in the reports but, you don’t have to do that step, the Number Block and the Transfer block is all you need.
Let us know if you need any further assistance.
Thanks
Jonathan
Thank You, i’ll take a look at this and let you know if we require any further assistance.
Good morning @JonathanRedsell. Thanks for this response here.
I’ve created an IVR dialogue that asks a customer for their 7 digit rent account number and compares that against a CSV file to get their rent account balance.
What I’ve realised out is that a small number of these rent account numbers have an “X” as the final character. Is there a magical Netcall way around this?
Thanks.
Éanna
Do you have a way of knowing which account numbers have an X , like does it start with a certain number?
Hi @JonathanRedsell. I don’t think so.
What I do know is that the 7th character of the rent reference is some sort of check digit and if the value =10, then it is changed to an X.
I was thinking that, if there’s a way to check the input, you could use a Logic Block to determine whether it starts with, ends with, or has a specific length. Based on that, you could then use a Concatenate command to add the ‘X’, store the result in a new variable, and perform a lookup against it.
It might sound complex, but it’s actually quite straightforward. The key is being able to distinguish which numbers require an ‘X’ and which do not.
Here’s the link to the information about Logic Blocks
| Variable | Description |
|---|---|
| string length | How many characters there are in the variable specified. |
| substring | Part of the second variable specified – for example starting at character 3 makes it the next 4 characters. Note that the first character of the string is numbered 0. |
| substring before | Part of the second variable specified, extract the characters that occur before the character specified. For example all the characters before the character “/“. |
| concatenate | Join the two variables specified together. For example, if the two variables contain “abc” and “xyz” the variable will equal “abcxyz”. |
| trim | Remove whitespace at either end of the string. |
| regex replace | Use a regular expression to change the value of the variable specified. |
| add | Add together two variables containing numbers or a variable and a constant together. |
| subtract | Subtract one variable from another variable, or subtract a constant from a variable. |
| value | Assign a value to the variable chosen – either another variable or a constant. |
Thanks Jonathan. That’s helpful. Though last thing on a Friday, I think I’ll have to wait until next to digest it 
However, there must be a logic to that final character check digit of the rent reference, so it should be possible to do something with that then. But I will need my brain in gear first. Thanks for the pointers.
É
This is amazing, I just didn’t realise this was possible. So I’ve been looking and I can capture the reference number from the customer and can view that number as an agent when the call is answered but how do I use it to look up the account, where would the .csv file be stored?
I’ve been through the Docs and everything I can find in the Academy but I can’t find the information and I’m a bit stuck now. Don’t get me wrong, the reference number is fabulous and I will be rolling this out but if we could do a lookup of associated name and address that would be amazing.
Hi Cathy, this would require a little more thought but very doable with Webhooks and the CRM Integrations within Liberty Converse.
Feel free to reach out to have a chat, in the meantime take a look at these links
Webhooks - https://docs.netcall.com/docs/liberty-converse/5.13/Liberty-Converse/developer-guide/webhooks
Simple CRM Screen pop - https://docs.netcall.com/docs/liberty-converse/5.13/Liberty-Converse/developer-guide/simple-crm-screenpop
CRM Integrations - https://docs.netcall.com/docs/liberty-converse/5.13/Liberty-Converse/platform-admin-guide/system-settings/crm-integrations
Hope this helps.
Jonathan