Address Search Rules Overview
Every address that displays on a case is stored as an entry in the address table in the Emplifi Agent database. Each entry in this table has its own unique Address ID.
When creating a new case for a repeat caller, it is preferable to reuse the same address record on the case, rather than creating a new one. Not only does this save on space in the database, but more importantly, it allows you to track caller history, including the number of contacts, amount of goodwill given to the customer, and other related items. For details about caller history, see Caller History: ESP Setup.
Emplifi Agent allows you to define Address Search Rules, the purpose of which is to help an agent quickly locate the address record for repeat contacts. You can also use WhitePages® Lookup to add customer information (such as a phone number) that is not included on the case. You may set a limit on how many times agents can use WhitePages® Lookup within a specific time span; however, the limit may be lifted if you reset the system.
It is possible to experience a one-time overrun of the limit. For example, If the limit is set to 100 returned records, the current returned record count is 98, and the request returns more 5 hits, the limit will be exceeded by 3.
Address Search Types
There are two ways in which an address search may be initiated.
Agent Requested Search
Agents initiate an address search by clicking Search Address in the Application Menu. The system then compares the information that is currently filled out in the address fields to records in the address table. All search rules are executed in sequence until one of the rules returns one or more matching records. The agent can either pick one of these as the matching record or choose to continue executing the remaining search rules. The process continues in this manner until either a record is selected by the agent, all search rules have been executed, or the agent cancels the search.
Mandatory Search
Search rules can be designated as being mandatory. If there are one or more mandatory search rules defined, a search is initiated automatically when the agent saves a case, but only if they have not already initiated a manual search.
When your Emplifi Agent system uses a mandatory Address Search rule and a case is created and you click Save, the system checks to see if you performed the mandatory address searches. If a search was not performed, the Address Search launches. The following are the possible results of a mandatory search rule:
Must find at least one match in the search – the system returns the results list and the save does not continue. Select the correct address from the list of results and re-click Save.
If the correct address is not in the results, cancel the results list, the system indicates on the case record that a search has been performed and the next save works without needing to perform another Address Search.
If the search finds one match and the system requires the address to be unique, the system selects the address and saves the case without prompting you. Unless the system is set to prompt for merge, then the case is not saved, and the merge feature is run. After the merge, you must click Save.
Mandatory rule has not been set – the system saves the case and creates a new address record.
Insufficient Data to trigger any rule – the save does not continue, and you are prompted to add more data or clear the existing data.
No mandatory rules configured or the Create Address on Failed Mandatory Search check box is selected– the system continues with the save without running an Address Search. The Create Address on Failed Mandatory Search check box is set by your Administrator in the Address Configuration.