444 Chapter 17 Intelligent Queue
5. After Database table name, select the database table that contains the data you want to use to verify
the collected digits.
For example, select the table that has all of the bank account information.
6. After Database column name, select the column in the selected table that contains the data you want
to use to verify the collected digits.
For example, select the column that has the bank account numbers.
NOTE: The database column type must be a string type column.
7. After Read Back Column Name, which is optional, you can select the column in the selected table
that contains the data you want the system to read back.
For example, Intelligent Queue uses the system prompts to audibly state the bank account balance.
NOTE: If you have selected a Confirmation Message or an Instruction Message on the Parameters
tab, and you then leave the Database Read Back Column Name blank, Intelligent Queue will audibly
state the digits dialed by the caller, for example, the bank account number. If you have not selected a
Confirmation Message or an Instruction Message on the Parameters tab, and you leave the
Database Read Back Column Name blank, Intelligent Queue will not read back anything.
8. After Test with (ANI/DNIS/User collected digits) equal to, you can type a value to use in a test
query of your table and column name options.
CAUTION: You should test the query before you save the plan. If the query is not valid, the call
defaults to the False path on the Action to take tab.
9. If you want to test your database configuration options, click Test query.
If the value you typed in Test wi th does not exist in the database, or the database information is
incorrect, the query returns a False value.
10. Click Save.
Configuring an advanced query
An action plan with an advanced query gives you more flexibility in verifying digits, but it also requires that you
have a working knowledge of SQL. In addition to returning string values of True or False, the advanced query
can return a value that consists of a string of numbers or symbols (0-9,#,*) one to seven characters in length.
This string defines a transfer destination for the call.
The advanced query can also return a second piece of information in addition to True, False, or Dialable
Number. Returning extra information with the result set allows supervisors and agents to view this information
in the Contact Center Client software before the call is answered. Attaching Collected Information to the call is
done by populating the second column of the result set with a string containing the prefix "PFCOLLECTED
INFO|" followed by the information you want to associate with the call.
Example 1: Blind Transfer
The following example illustrates the benefit of using an advanced query instead of a simple query. Suppose
your company has several important customers that you want to route to a high priority queue whenever they
call your contact center. You would also like to add their warranty status to the call. You create a database
table that contains a column with the customer’s telephone number (ANI column), a column with the
customer’s warranty status, and a column that contains a queue number (Queue column).
Next, you create a verified collected digits action plan that collects the ANI digits (the telephone number of the
caller) of a call. With a simple query, you can only determine whether the collected digits exist (True) in the
ANI column or not (False).