Chapter 11 Creating Caller Input Rules 159
Using wildcard characters
You can use the wildcard characters # and * in the match string:
•# matches any single digit
•* matches zero or more digits
When you use the * wildcard character:
•it can appear only once in a match string
•it can appear only at the end of a match string
•it cannot be the only character in a match string
Some examples of using wildcard characters in the match string:
1111##
Matches all account numbers 111100 to 111199
########
Matches a credit card number with the correct number of digits
#*
Matches all valid input greater than 1 character
An example of using Intelligent Caller Routing, Advanced
The call center of Bridgestone Computers uses Intelligent Caller Routing, Advanced and Caller Input Rules to give some callers access to a special service line. Bridgestone Computers uses Professional Call Center, which gives them Intelligent Caller Routing, Advanced functionality.
Customers who purchase equipment that is under warranty have an
Here is how their call is handled:
1The caller hears the greeting for the service line, which includes "If you have a personal identification number, please enter it now, followed by the # key."
2The caller enters their personal identification number.
3If the caller enters their number incorrectly, the greeting can be repeated as many as three times, which is the number of retries the Call Center Administrator has set for Retries in Intelligent Caller Routing, Advanced.
4If the caller enters their number correctly, Call Center compares the caller’s personal identification number with the Match String in the rules for Rules Table 1.
5For Rules Table 1, the Call Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long.
Nortel Networks Call Center Set Up and Operation Guide
