A user has a customized Virtual Contact Center Inbound call script using a Data Dip to verify callers or route calls. What is a Data Dip?
- Virtual Contact Center
- Configuration Manager
- Data Dip
The Data Dip configuration provides a method for users to have their callers enter information, such as an account number, in order to route calls to a particular queue.
- Data is stored in a data source (database or flat file)
- The VCC phone script is customized to use an external IVR
- The IVR prompts the caller to enter the account number
- The IVR looks up the account number in the data source, then routes the call accordingly
This method can be used as a quick way to validate a caller. If the caller enters an account number that does not exist in the data source, the call can be disconnected or routed to a queue with agents skilled in validating the caller.