White Pages Address Search Rules
White Pages Lookup can be used as one of the criteria in an address search rule. This section assumes that you are already familiar with how address search rules work, and how they are defined. For more information, see Address Search Rules Overview.
There are a few things that you will want to consider when defining an address search rule that uses White Pages Lookup.
Types of White Pages Searches
There are two types of White Pages Lookup searches that you can perform:
Forward: A Forward Lookup uses name and address information to find the corresponding phone number.
Reverse: A Reverse Lookup uses the phone number to locate the corresponding name and address.
Detailed information on defining and using each of these types of searches is contained in subsequent topics in this section of the Help.
Agent Workflow
The reverse lookup is the most common type of search that is used in a contact center.
To streamline the agent's workflow, you should consider having your agents ask for the caller's home phone number first, and then immediately perform an address search. If the search is successful, the address information will be filled in, and the agent can continue processing the case. Otherwise, the agent can follow the normal process of obtaining the rest of the caller's address information.
The reverse white pages lookup returns both consumer and business addresses. The returned information will indicate the type of phone service: consumer, business, mobile, or Canadian. The type will display in the list of returned addresses enclosed within parentheses and indicates the type returned from White Pages. The actual address type code used when selecting the address will be the default address type code defined for new addresses.
Order of Search Rules
The placement of the White Pages Lookup search rule relative to the other search rules can have an important impact on the performance of your system, as well as on your return on investment for this feature.
You typically want to search the Emplifi Agent database first. Only search White Pages if you are unable to locate a decent match within your existing records.
However, you also will typically want to search White Pages only if you cannot find an exact match in Emplifi Agent by searching unique information such as account number, email address, or phone number. Performing more generic searches could take longer to execute and require additional processing time from the agent.