Available in the Call Policy? | Available in the Data Analytics Policy? | Available in the Digital Policy? | Available in the System Policy? |
|---|---|---|---|
✔ | ✔ | ✔ | ✔ |
Purpose: The Rule App evaluates different criteria to route a call appropriately
Location: Action Container
Appearance:
Use cases:
Check business hours
Block nuisance numbers (these nuisance numbers can be found by looking at call reporting).
Evaluate on queried record results
Configuration
The Rule app enables rules to be configured and embedded into the policy which can then be triggered by calls and data that pass through the container, re-routing the call flow based on the result.
The options for this app consist of Name this item and Configure this Item:
How to do it
Go to your policy where inbound numbers are, you want to add this new component straight after the inbound numbers component.
Break the existing connection (you might need to move some other components along to make space) by double clicking on the line.
Drag along from the bottom of the inbound numbers component and add in an action container.
Then add in a Rule app:
Name this app: ‘Blocked Numbers’ or something similar
Configure this item: Number match
Click +Add Rule (AND)
Number type: Caller Number
Operator: matches
Number: *number you want to block*
To block other numbers, click +Add Rule (OR) and then complete steps 4ci-4ciii.
Now, drag the connector from the bottom of the app to the rest of the flow. Make sure nothing is connected to the middle of the component.
This means all calls that match with that caller number will immediately hang up.
If you want to keep a track of these calls and why they weren’t answered, you can add a reporting gate. This will involve adding a custom field or using an existing one. See the Reporting Gates section for more information.
To test this, you can add in your number and call in. Check the call reporting record to see if the reporting gate has also worked, if you have added that as well.
Configure This Item
Within this section are five possible rule types (as many as are desired can be added and configured). Select the desired rule type, then click the Add Rule (AND) box to open an instance of the option for configuration and add it to the parent field as an incremental number. Further instances can be added as desired by clicking this option again. Clicking on the parent field then reveals any instance(s) that have been added.
In addition to adding rules that all need to be met to trigger the app, after a rule has been added, further rules can be added within the instance which can be used to trigger the app if the conditions for either option is met. To use this, click the Add Rule (OR) option.
The options are as follows:
Purpose: Route a call by whether it falls into the specified time period or not
Purpose: Route a call by whether it matches the configured country code
Route: Route a call by whether the caller Id is withheld or not
Purpose: Route a call when it either matches or does not match a specified number
Purpose: this rule type can be configured freely, depending on the needs of how the call should be evaluated to route it, by using macros
Where the macro selector icon appears in the text field, this can be clicked to insert a macro, either from the macro selector or from scratch. |
These fields require a customised response, shown below with a **. |
Built in Properties and Values
Built In Property | Value (*default) | Notes |
|---|---|---|
Date | Dropdown list: All*/Between/Not Between | All is default and means that all dates will match, but if selecting a different option from the first dropdown list, the From and To fields become available (by default they are greyed out) can be changed using the date picker. |
Time | Dropdown list: All*/Between/Not Between | All is default and means that all times will match, but if selecting a different option from the first dropdown list, the From and To fields become available (by default they are greyed out) can be changed. |
Days | Check boxes for Sun, Mon, Tue, Wed, Thur, Fri and Sat - all are unchecked by default | If a specific day or set of days should be matched, rather than a date or date range, check the appropriate check boxes. |
Timezone | Dropdown list: Europe/London* This list is populated by a full list of possible timezones. | To ensure the time and date/day are correctly applied for the timezone, this should always be selected as appropriate. If it is not then the system will match the configured Time of day for a different time zone and therefore match records incorrectly. |
Built In Property | Value (*default) | Notes |
|---|---|---|
Number Type | Dropdown list: Called Number*/Caller Number | Select whether the country code is to match/not match the called number or the caller number. |
Operator | Dropdown list: matches*/does not match | Select whether the country code is to match or not match the number. |
Country Code | Dropdown list: United Kingdom* This list is populated by a full list of possible countries. | Select the country that the country code is to match/not match. |
Built In Property | Value (*default) | Notes |
|---|---|---|
Withheld | Check box: Withheld* | By default, this check box is checked, meaning that if this rule type is added, it is to match that the number is withheld. When it is unchecked, it means specifically that the number must not be withheld in order to trigger the rule. |
Built In Property | Value (*default) | Notes |
|---|---|---|
Number Type | Dropdown list: Called Number*/Caller Number | Select whether the number is to match/not match the called number or the caller number. |
Operator | Dropdown list: matches*/does not match | Select whether the country code is to match or not match the number. |
Number | Blank text field | Enter the number that this rule is checking for matching. Macros can be used. |
Built In Property | Value (*default) | Notes |
|---|---|---|
Property | Blank text field | Enter the property that should match the value. Macros can be used. |
Operator | Dropdown list: equals*/not equals/greater than/greater or equal/less than/less or equal/like/not like | Select the appropriate operator to define how the property and value should be evaluated in relation to each other. |
Value | Blank text field | Enter the value that this property should match. Macros can be used. |
Result
After a call or data has passed through this app, it either links to a new container linked from this app (if the app was triggered), or passes on the the next app within the container or the container itself (if the app was not triggered).
If the app is triggered but there is no link to a follow up container, the call is hung up as a default.
In order to trigger the app and route the call accordingly, all the rule types configured within must be triggered, as per the information note that states "Different rules types combines using AND operator" - this means that to trigger the app and change the route of the call from passing on to the next app or the container, the call or data must trigger the first rule type AND any subsequent rule types. Within a rule type, there can be AND or OR operators, so whether all rules need to be triggered or just one depends on the configuration.