Automatic search

When automatic search in Information Guide is used, contact data for the current contact are used as search values. At automatic search in the guide, the search window ”pops up” in the same way as a Screen Pop. The mechanism rules which guide that is to be searched and fills in values for the contact data keys used for search. When the window is opened, the answers matching the given contact data are shown.

Automatic search in a guide is made if

• automatic search in guide is activated in the client settings for ACE Admin. See section Activate automatic search in a client setting,
• the contact is of a type where automatic search is possible.
  Search is possible for IVR calls, emails, callback calls, and for enquiry calls within ACE (if automatic search is allowed for the original contact), and
• automatic search is possible for the task type. See below. You may want to detail exactly for which contact data an automatic search is to be performed. Perhaps automatic search should, for example, only be performed for certain task types. This detailed ruling is possible through the informationPop contact data key. informationPop is a contact data key that can assume the value 0 or 1. This key can be set either in IVR or in the customer unique routing algorithm. When ACE Agent receives a new contact that will possibly generate an automatic search, a check is first made to find out whether the contact has a value for the informationPop key. If the key exists and has the value 1, automatic search can be performed. In all other cases automatic search in guide is prevented.

Activate automatic search in a client setting

In the Default settings in ACE Agent window under the Agent application menu, you define when Information Guide is to be activated and whether an automatic search is to be performed for each contact.

Search is always made in one guide at the time. You have to choose which standard guide to use and you also must choose when automatic search shall be performed.

Search can be made

• before answer, when the call is put through, before the agent has answered, or
• when the agent answers, i.e. the search result is shown after answer.

The same client setting can be made in ACE Agent, for single agents.