15.6. Query Label Map

This guide will provide an explanation of the query label map and its connection to routing policy query applications. It will also cover the utilization of who and what ID during call wrapping, as well as a comprehensive description of each setting in the ‘look-up results’ section.

The 'look-up results' section in the NCCC is utilized to identify the calling party on inbound calls and the called party on outbound calls. Once configured, this section will establish a relevant relationship between the task object generated upon concluding a call and other associated objects such as contacts, accounts, or opportunities.

Please note: the result accuracy is dependant on the correct management of phone numbers in the phone type fields. In order for the query label map to identify callers consistently all phone numbers have to be stored in the international +164 format.

Below, you will find comprehensive descriptions of each field and its respective function:

• Split Person & Related to Query Results - When ticked, this setting will allow the agent to wrap up the call and establish a related to type of relationship between more than one object. The users will be able to wrap up a call to both a contact and an account for example, or a Contact and an Opportunity etc. Please note that you can wrap up the call only to one WhoID and WhatID types of objects per wrap up.

This setting also generates an additional menu located in the bottom right corner of the NCCC labelled as “Allowed 'Related To' Call Log Record Types”:

The “Allowed 'Related To' Call Log Record Types” section will allow you to limit the object to which users can relate wrap ups. You can select multiple records to be allowed by holding down the control key and clicking on all objects.

Please note: be aware that limiting wrap ups to leads is not supported although it’s available in the menu.

Please also note": you cannot complete a wrap up which is related to a converted lead due to the converted lead being a read only object and the wrap up action being a write action.

• Show Policy Pop Record Only - When ticked in scenarios where you have successfully queried a Salesforce record based on the Query label map and on a Routing policy query application, only the routing policy record will be taken in consideration.
  

• Add ClickTo Dial Target to Lookup - When ticked, and the user initiates click to dial from a Salesforce record, the call is related to the object from which you have performed the click to dial action. For example if you click on a contacts phone number within the case details, the wrap up will be related to the case object and not the contact object.
  

• Show None Query Result Option - When this setting is ticked an additional option “None” will become available in the Person and Related to section. In scenarios where the Query Label Map or a routing policy query application has identified both a contact and account, you can choose to relate the wrap up of the call to either the contact or the account by selecting “None” for one of the objects.
  

• Wrap Call Info Content - When this is ticked, any queried record on the CTI that has a label longer than what can be displayed on a single row would have it’s text wrapped on the next row.
  

• Person Lookup Results as Dropdown - In scenarios where the same phone number is linked to multiple contacts, ticking this setting will allow you to see all contact records that were located by the Query Label Map or a routing policy query application in a drop down view. This would allow you to select the correct contact and ensure that the call is related to it.
  

• Force Auto Pop - When ticked, this setting will load and open any record that was queried via the query label map or the routing policy query application upon receiving a phone call or initiating an outbound call.
  

• Pop Query - This setting is responsible for defining the look up parameters when performing an object data query. The value must be set as default - FIND {%1%} IN PHONE FIELDS.

  • Configured this way, the setting will look up all objects in your Salesforce instance and specifically look up the fields of the phone type looking for a phone number which is stored in the +164 international format. What objects are looked up and what fields are returned based on the lookup is defined in the Query Label Map section.
    

• Query Label Map - As mentioned above, this section defines the objects that are going to be queried using the Pop Query and the values that will be returned upon completion of the query. The most commonly used configurations include adding the Contact and account object in the object field and the first name and last name for the objects under the value. You can also configure other objects such as the lead or the opportunity in the Query label map and return the object ID. When this section is completed, the selected field will appear on the agent’s CTI as a hyperlink object if you are returning an object ID, or as a printed value in cases where you are returning a label or a similar value.

If you would like to see how to only show contacts that are active using the QLM, see this guide.