Customer Identification Assistant

[hanibey]

Hi,

When a call is incoming, i want the contact that opens on the Agent Desktop to be based on the UUI and not the Caller ID. I'm using CCE 4.1.2
This can be achieved using the Customer Identification Assistant, correct?

But the problem is that my UUI field contains several info which i need to filter in order to get the required value, so i'll most probably need to modify the Customer Identification Assistant treatment.

Does this feature uses any stored procedures or functions? If not, is there any way to modify it?

Thank you.

[dmkirubhakar]

Are you trying to manupulate the UUI information ?

In CCE OOTB this is not possible and cannot be achieved. My recommendation on this would be to develop a plugin which can be integrated with CCE and on any new incoming contacts the Database can be queried directly to retrieve the customer information

In the CCE all the database, all the interaction specific information are stored in sectors table - dbo.sectors table of the asmscontrol