Route on CRM Data applet

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.

You can only use this applet in an interaction plan that routes calls, and not other types of interactions.

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.