MUG Newsletter: September 2019 Issue

A few selected articles from the September 2019 issue are presented on this page. To read the full issue, click the button below. Back issues can be found in the Archive box at right.

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Businesses almost universally see machine-based technologies as a major value-add in delivering better customer experiences. Get more highlights from Mitel's survey by clicking the below whitepaper.


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From the MiContact Center Tip Desk

By Patrick McDowell - MiCC Customer Advocate

IVR Rules! …. with IVR Rules

Continuing on with our IVR theme from the past several articles I put together, let’s talk about a powerful, but often under-utilized feature of the IVR – Rules. A rule is simply a “container” for several variable or other type of comparisons that allow you to take multiple criteria as an input [ANI, DNIS, Emergency Mode, Hunt Group, Queue, Redirect, Schedule] and set one or more variables to output.

Here’s a practical example. You have a contact center that deals with two audiences, Canadian MapleLeaf, and American Eagles. You have two groups of agents/queues, one dedicated to each audience – Path 101 for MapleLeaf, Path 102 for Eagles. Using the standard IVR tools, you could route the call by doing an ANI compare on the ANI to see if the area code matches a certain list (that list being inside a variable compare activity), then pass the call through a schedule check to see if the queue is open, then a set variable activity to set the destination to transfer the call to – either to the queue or to a queue closed message. You can simplify that with IVR rules.

We’ll make a rule called Canadian MapleLeaf, and a rule called American Eagles. In each rule we will define two “Routing Rules”, a list of ANIs, and a schedule.

You can use csv files to import/export a list of ANIs to match. You could match exact full ANI ie. 6135922122 or if you are routing based on area code, enter the ANIs in like 613x, 416x, 514x, 905x to look for an exact match to the first 3 numbers followed by whatever.. Now add a schedule for when the queue is open. Group AND the two rules together, so that the rule has to match the ANI AND the Schedule. In the Variables for output, set variable TransferDN to the destination for the path you want the call to go to.

Now for your workflow, first set the variable TransferDN to the destination you want the call to go to if the path is not open (or the call fails to route for some reason), add a Rule activity, add your rules to the activity, be sure to select “Stop at first match”, and then configure a Transfer activity to transfer the call to TransferDN. There you have it, a simple rules-based routing workflow that is easy to maintain / manage via csv lists imported/exported from the IVR Rule. The workflow sets a “failsafe” destination, checks the caller’s area code AND checks the schedule, then will route the call either Path 101 (MapleLeaf), Path 102 (Eagles) or if no valid matches there were found, goes the failsafe route.

As always, I encourage you to experiment with the powerful feature of the MiContact Center IVR. Once you see how relatively easy it is to build powerful workflows that can really add a lot of value to your business, your imagination WILL start to run wild and with IVR Rules under your belt, things get even more powerful.  One thing to keep in mind, as of this writing, IVR Rules are only available for voice workflows.

I have at times been known to show up on the MUG forums so if you have any questions or ideas you want to share, the Mitel User Group Forums are a fantastic resource and friendly, knowledgeable community!