Toshiba Strata CIX Call Router Installation Manual page 25

Call Router
Tab Options
Call Modify tab
Add / Modify "Caller" Info on Call
Replace Calling Number with "Main #" – When this option is enabled, the CallerID / ANI
information will be modified to the number of the Modify To # field of a matched record if there
is a value entered in that field.
This feature is useful because CallerID – based call routing and any subsequent 'screen-pop'
is challenging for the simple reason that a 'calling customer' can call from many different
telephone numbers even within their own company (a 'main' number and many 'secondary'
phone numbers). Frequently, the database to be 'screen-popped' only contains a single "Main"
customer telephone number or customer account number. Thus an effective CallerID-based
solution must be able to map many telephone numbers to a single "Main" phone or customer
account number. By collecting all the secondary numbers of a customer, through the use of
the Unknown Database and/or the Auto-Learn feature, and mapping them to that customer's
"Main" telephone number, the efficiency of your call routing strategies can be greatly improved.
If Voice Assistant is installed an additional modification can take place under certain
circumstances when this Replace option is enabled. If the caller is prompted by a Voice Action
Script for their "Main" phone number and the number they enter does not create a match with
any number in the Phone Number field of the database, then, if the number they entered was
10 digits, the CallerID will be modified to the number that they entered even though a match
was not found.
19
Call Router Installation Guide 03/09