White Pages Lookup Overview

White Pages Lookup is an optional feature available in Emplifi Agent. It provides the ability to look up address information in a national telephone directory via the Internet.

There are two primary places that a company can take advantage of this functionality:

• You can create Address Search Rules that involve a White Pages Lookup. If a match is found, the information will be automatically returned and populated on the case. For more information about Address Search Rules, see Address Search Rules Overview.

• If your company uses Emplifi Agent Interaction or another third-party IVR, it is possible to create custom logic that will look up white page information based on the caller's phone number. Address information can already be available on a new case by the time the agent answers the call.

Most companies find that the White Pages Lookup service quickly pays for itself in the amount of time that agents save requesting information from callers and entering it on the case, and by the reduction of keying errors. If you would like to find out more about this service, contact your Emplifi Account Manager.

A rule can be set up for ForwardWhitePages and ReverseWhitePages. ForwardWhitePages allows you to search based on the user's Name, Address 1, and Zip Code. The ReverseWhitepages allows you to search based on the caller's phone number. These rules are created in the Address Search Rules.

Configuration Settings

Before you can use the White Pages Lookup service, you must enter a few configuration settings.

To access White Pages configuration settings:

1. From the Application Function Bar, select Administration > Configuration Settings.

2. Double-click the name of the configuration whose settings you want to edit.

3. On the Configuration bar, select White Pages.