The Route on CRM Data applet routes a call to another applet, using data held in the Vonage Contact Center CRM system. Use the caller's CLID or a value in an IVR slot to find a record relating to the caller in the CRM database.
CLID Routing
| Field | Options | Description |
|---|---|---|
| Check CLID | Click | Determines whether to use the CLID to locate the CRM data. You must click either Check CLID or Check Additional Customer Field. Click Check CLID to use the CLID. |
| If CLID Witheld | List of available applets | The applet that the call is routed to if the CLID is withheld. |
IVR Routing
| Field | Options | Description |
|---|---|---|
| Check Additional Customer Field | Click | Determines whether to use the selected additional customer field to locate the CRM data. You must click either Check Additional Customer Field or Check CLID. Click Check Additional Customer Field to use a different field to locate the CRM data. |
| Check IVR Data Input Slot | List of available IVR slots | The IVR slot that contains the value to match to the CRM data. |
| Check Against | List of available CRM fields | Select the field in the CRM database that you want to match the IVR slot value to. |
Routing Options
| Field | Options | Description |
|---|---|---|
| CRM Applet Field | List of available CRM fields | The applet tries to route the call to the applet named in the field that you select. Select a field in the CRM database that contains applet names. |
| No Match Application | List of available applets | The applet that the call is routed to if the CLID or IVR data do not match the values in Check Against or CRM Applet Field respectively. |
| Bad Applet Name Application | List of available applets | The applet that the call is routed to if the matched CRM Applet Field is empty or the applet named does not exist. |
| Multiple Name Match Application | List of available applets | The applet that the call is routed to if the IVR data matches multiple records in the CRM system. |
