Addresses

Addresses Overview

Addresses can be associated with several different items in Emplifi Agent (for example, cases, stores, and users). To associate an address with an item, create or edit an Address Type (A01) code and set the Category Specific input box to the Category code of the items you want. This section of the Help deals primarily with addresses and how they relate to cases.

An address in Emplifi Agent provides all the information for a single contact. Addresses are found throughout the system and are used to keep all data related to a contact in one place. Addresses include (but are not limited to) the following:

• Name of contact

• Full mailing address

• Phone numbers

• Company name

• Email addresses

• Case and Issue history

• Social Media handles

• Secondary / affiliate addresses

Address Types

In Emplifi Agent, there are four basic types of addresses on a case.

• Caller: The main person and address associated with a case.

• Other Addresses: Additional addresses that are associated with the case. For example, if a parent calls in to complain that their child was injured by a product, the parent would be the caller and the child is listed as an "Other."

• Secondary Addresses: Additional addresses that are related to the caller (for example, a person's work address or a second home).

• Affiliate Addresses: Additional addresses who are currently associated with the caller's address. For example, a parent may have multiple affiliated addresses, for example, one for each child. The affiliated addresses can be used as Other addresses on a case for the parent. Affiliated addresses may also be used as the caller. You can have multiple affiliated addresses, but they will not always be used on a case.

Country Codes

Country codes are maintained in Company Setup as AF6 codes. The initial country codes provided by Emplifi in the Emplifi Agent installation are based on the United Nations list of countries (published October 2008). The following countries are not defined as countries by the United Nations and therefore are not part of the current United Nations list. However, they are included in Emplifi Agent for historical reasons:

• Scotland and Wales - SCT

• Taiwan - TWN

• Yugoslavia - YUG

Address Verification

Address verification allows for entered addresses to be standardized for postal delivery. This can include the addition of +4 for U.S. addresses, look up for city and state/province, and cleaning the Address 1 field. The following are the supported verification interfaces:

• US 5-Digit ZIP: If the postal code data is loaded manually, then PowerLocator can be used when the country of the caller is defined as the US 5-Digit ZIP type. The system looks up the latitude and longitude of the address in the table, and if it exists it uses that data to find a location address as defined by the PowerLocator rules. For this to function, the user must enter the country, postal code (values must match those which were manually loaded), and the city.

• US ZIP+4: If the postal code data is loaded manually, then PowerLocator can be used when the country of the caller is defined as the US ZIP+4 type. The system looks up the latitude and longitude of the address in the table, and if it exists it uses that data to find a location address as defined by the PowerLocator rules. For this to function, the user must enter the country and postal code (values must match those which were manually loaded).

• Canadian Postal Code: The system verifies that the Postal code is in the correct format for a Canadian address. If postal code data is loaded manually, then PowerLocator can be used when the country of the caller is defined as this type. The system looks up the latitude and longitude of the address in the table, and if it exists it uses that data to find a location address as defined by the PowerLocator rules. For this to function the user must enter the country and postal code (values must match those which were manually loaded).

• Use Mailers+4 (USA): This is the integration with address information supplied by Melissa Data Corporation for US addresses. The data will be verified as correct according to USPS rules for Address1. The user only needs to enter the postal code and Address1 and the system updates the city (defaults to preferred city), state, county, area code prefix, latitude, and longitude.

• Use QAS (Various): This is the integration with address information supplied by Experian QAS via their on-premise QAS Pro system. This can be configured based on the countries licensed from QAS. It is possible that not all countries will map correctly. For assistance, contact Emplifi Support. The system will update the address based on the data returned from QAS. The user needs to enter a postal code and Address1.

• Use Custom DLL: Used by custom solution based on your specific definition. This requires Emplifi's Professional Services to implement.

• Use QAS OnDemand: Integration with address information supplied by Experian QAS via their QAS OnDemand system. This is done via a web service call. This can be configured based on the countries licensed from QAS. It is possible not all countries will map correctly. For assistance, contact Emplifi Support. The system updates the address based on the data returned from QAS. The user needs to enter a postal code and Address1.

Your administrator may have defined your list of countries using your company's configuration data instead of the default codes provided in the installation by Emplifi.

Entering and Verifying Address Information

Enter address information on a case in the various address fields.

Information in this section refers mainly to U.S. and Canadian addresses. Also, the Automatic Address Cleaning and Verification features only work if your company has purchased and implemented the appropriate add-on feature of Emplifi Agent.

To enter an address:

1. Enter the caller's name in the appropriate fields. The fields on the "Name" line are laid out in the following order:

   • Title (for example, Mr., Mrs., or Dr.)

   • First Name

   • Middle Initial

   • Last Name

   • Suffix (for example, Jr. or Sr.)

2. In the Address1 field, enter the caller's street number and street name.

3. In the ZIP/Post code field, enter the caller's postal code.

4. Press the [Tab] key to tab from the ZIP/Post code field. The system automatically enters the following information based on the zip code:

   • The City, State, and County (display only) fields.

   • The first phone field defaults to the correct area code. If you enter a phone number as a string, Emplifi Agent will perform a phone number search. For the United States and Canada, the system will add dashes and will assume any number more than 9 digits is an extension (example: 123123123456 becomes 123-123-1234 x56).

   • The Zip+4 displays in the Zip code field.

If there is more than one city within the zip code, a window displays and allows you to select the correct city.

The system automatically cleans the value entered in the Address1 field and tries to correct any misspelled street names. The system uses standard abbreviations for words such as road, street, and avenue. However, if an unusual address must be entered in the Address1 field and you do not want the system to change the value, type a lowercase "x" in front of the value. The system removes the "x" and leaves the rest of the value exactly as you enter it.

Your administrator can set the casing and trim type to use for the Address1 and City categories. This allows the information entered to be consistent and is applied after the address is validated. If the category is set up with Capitalization set to "None," the case of the address is left as it was entered by the user or as it was validated by the system. For more information, refer to the data entry settings for Capitalize Type and Trim Type in the "Category Definition" topic in the Administrator's Guide.

If your company is using forced mixed case, directional indicators such as "NW" are entered as "Nw."

Assuring Address Information Gets Saved

If your case contains a new address record, information must be entered into at least one of the following fields in order to save the record. If you do not enter data into one of these fields, the data will not be saved when you save the case.

• Phone Number

• First Name

• Last Name

• State

• ZIP or Postal Code

• City

• Email Address

• Instructions

• a05_code

• a06_code

Depending on your system's configuration, field labels may be different on your system, and some fields may not appear at all. If you have questions, consult your Emplifi Agent Administrator.

Using Single Line Address Lookup

Another way to enter an address is by using the Single Line Address Lookup feature. This simplifies the address lookup process and allows you to lookup global postal addresses.

When an administrator allows Enabling Single Line Address Lookup, you have the ability to do a one-line address lookup, select the address, and the system will auto-fill the remaining address fields.

To enter an address:

1. Be sure the correct country is selected in the Country field before you enter an address.

2. In the Address field, begin typing more than 3 characters of a postal address. A list of matching postal address suggestions will display.

3. Select the correct address from the list. The system will automatically fill in the address fields: address1, City, State, and ZIP/Postal Code (with +4 extension).

Searching for an Existing Address

You can search for an existing address like you can search for an existing case. The results of this search display the name, address, and existing cases for a person.

From the Home Page

To search for an existing address:

1. Click the Application Menu and select Search Address.

2. Enter a first and last name.

3. Click the Search button in upper right corner.

4. View the Matching Addresses table at the bottom of the screen.

Performing an address search this way displays primary and secondary addresses.

Clicking the icon to the left of an address in this table opens the address window and allows you to:

• Edit the address information.

• View all existing cases with this address by opening the Cases section at the bottom of the window.

• Create a new case using this address by clicking the New Case From Address button on the page banner.

From an Open Case

After entering a caller’s address information on a case, search for that address in the database to prevent saving it as a duplicate address. If the address is not already in the system, you can save the case with the new address and a new address record is automatically created in the database.

To search for an existing address from inside an open case:

1. Enter basic address information (name, city, state, zip, phone) using the steps outlined in Entering Address Information. The more information you provide, the more likely you are to find a duplicate address if one exists in the system already.

2. Click the Search for Existing Address button on the Address section banner. All addresses that are similar to the information entered display on an ESP card.

3. If one of the addresses matches the one you entered, click the Green Check button on the results window. If there are any differences, the Address Merge window displays. For more information, see Address Merge section below.

4. If none of the addresses in the search results match the one you are looking for, click the Next Rule button. Complete these steps until you find a match. Otherwise, you will receive a message stating: "No address search rule was found that could be tried with the currently specified input fields."

Performing an address search from inside an open case only displays primary addresses.

Address Search Rules

Your company can define multiple methods to find matching addresses in Emplifi Agent. These methods are called "Address Search Rules." For example, one rule may try to find a match based on first and last name, another might try to match the address fields, and a third might try to match the phone number. 

Each time you click the Next Rule button, Emplifi Agent executes the next rule defined in your system. Emplifi Agent continues until it finds a match or until all rules have been run and no more matches can be found.

These search rules can be designated as 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). If a search was not performed, the Address Search launches.

If a case is created from a favorite and new address information is entered, the system performs the mandatory Address Search before allowing the agent to save the case. However, if the address is an existing address when the case is saved as a favorite, the Address Search is not forced.

Unique Addresses

If you perform an address search and the system locates a unique record (based on the address search rules defined in your system), that address is used on the case automatically. The address search results window does not display.

Address merge

If you select an existing address from the address search results, it is possible that not all the data in the saved record will match the information entered in the current Case window. When this happens, the Address Merge window displays. This window shows all the instances where the data does not match, showing both the existing and the new data, and allows you to select the information that should be kept. The saved address information is selected by default.

When an email address is entered on a case and you click the Search For Existing Address button, the existing primary email address in the database will not replace the primary email address field that has been entered on the current case; instead, the existing primary email address will be migrated to the secondary email address field of the case if the field is empty. If both the primary and secondary email fields of the case have been populated by the user, these values will not be overwritten by the migration. However, the Address Merge window displays to allow you to select the appropriate email addresses. When the case is saved, the email addresses on the case will update the address record.

From the Address Merge window, select the most accurate items in the Value column, then click the Process button.

If you do not want to merge the address, click the Cancel button.

When you select an address from the ESP card and then cancel the merge, it is removed from ESP. The search must be run again in order to display the address.

Remember that the changes you make affect not only the case that you are currently working on, but all other cases that contain this address record as well.

Viewing and Editing Addresses

To view the Address information of an address on a case:  

• From an Emplifi Agent record, navigate to the address you want information for. In the Address section menu, select Show Address Details.

Address Fields

The following fields display on the Address view:

Cases

This page also displays a list of cases where the address displays. On the Address Configuration, if the Show Related History check box is selected, the cases listed are either the caller or the other address on a case. If cleared, the address is only the caller on the listed cases.

Checking a Caller's History

After you search and select an address record to use on a case (refer to Searching for an Existing Address in this topic), you can view the history for that caller, including any previous cases. A caller's history displays automatically on an ESP card, if this functionality is enabled. For more information, see Caller History: ESP Setup.

Other & Secondary Address View Fields

The Other Address or Secondary Address view is accessed by double-clicking an associated Other Address or by adding an Other Address or Secondary Address from the Add Item menu option.

The following fields display on the Other/Secondary Address view:

Address Section Menu

To open the Address tool drop-down menu, click the menu button. The following tools display on the Address section drop-down menu: