What is a Data Dip and how does it help users?

Question 

A user has a customized 8x8 Contact Center Inbound call script using a Data Dip to verify callers or route calls. What is a Data Dip?

Applies To

• 8x8 Contact Center
• Configuration Manager
• Data Dip

Answer

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 8x8 Contact Center 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.