Jump to: navigation, search

Contact Identification: Examples

This page provides examples of the default processes that UCS uses to identify the contact that is the source of a new incoming interaction.

Email Address Phone Number Last Name First Name Media Type Result
EA1 PN1 email Contact C1 created, EmailAddressLastNameFirstNameLookup and then PhoneNumberLastNameFirstNameLookup updated.
EA1 PN2 email NumberOfContactsFound=1, C1 returned. Identification done by EmailAddressLastNameFirstNameLookup.
EA2 PN1 email Contact C2 created, EmailAddressLastNameFirstNameLookup updated, PhoneNumberLastNameFirstNameLookup not updated (PN1 already exists).
PN1 email NumberOfContactsFound=1, C1 returned (C2 cannot be found by PhoneNumber=PN1).
Email Address Phone Number Last Name First Name Media Type Result
EA1 PN1 voice Contact C1 created, PhoneNumberLastNameFirstNameLookup and then EmailAddressLastNameFirstNameLookup updated.
EA1 PN2 voice Contact C2 created, PhoneNumberLastNameFirstNameLookup updated, EmailAddressLastNameFirstNameLookup not updated (EA1 already exists)
EA2 PN1 voice NumberOfContactsFound=1, C1 returned. Identification done by PhoneNumberLastNameFirstNameLookup.
EA1 voice NumberOfContactsFound=1, C1 returned (C2 cannot be found by EmailAddress=EA1)
Email Address Phone Number Last Name First Name Media Type Result
EA1 LN1 FN1 any Contact C1 created, EmailAddressLastNameFirstNameLookup, LastNameFirstNameLookup and FirstNameLookup updated.
EA2 LN1 FN1 any Contact C2 created, EmailAddressLastNameFirstNameLookup updated, LastNameFirstNameLookup and FirstNameLookup updated as they are multiple.
EA1 LN1 FN2 any NumberOfContactsFound=1, C1 returned. Identification done by EmailAddressLastNameFirstNameLookup.
EA1 LN2 FN2 any NumberOfContactsFound=1, C1 returned. Identification done by EmailAddressLastNameFirstNameLookup.
LN1 FN2 any Contact C3 created, LastNameFirstNameLookup and FirstNameLookup updated
LN1 any NumberOfContactsFound=3, returns C1, C2, or C3 (only one contact returned, LastNameFirstNameLookup used, this is a multiple lookup and result is not predictable)
FN1 any NumberOfContactsFound=2, returns C1 or C2 (only one contact returned, FirstNameLookup used, this is a multiple lookup and result is not predictable).
LN3 FN1 any Contact C4 created, LastNameFirstNameLookup and FirstNameLookup updated.
FN1 any NumberOfContactsFound=3, returns C1, C2, or C4 (only one contact returned, FirstNameLookup used, this is a multiple lookup and result is not predictable).
LN3 any NumberOfContactsFound=1, returns C4.
LN4 any Contact C5 created, LastNameFirstNameLookup updated.
LN4 FN4 any Contact C6 created, LastNameFirstNameLookup and FirstNameLookup updated.
LN4 any NumberOfContactsFound=2, returns C5 or C6 (only one contact returned, FirstNameLookup used, this is a multiple lookup and result is not predictable).
FN5 any Contact C7 created, FirstNameLookup updated
FN5 any NumberOfContactsFound=1, returns C7.
LN5 FN5 any Contact C8 created, LastNameFirstNameLookup and FirstNameLookup updated.
FN5 any NumberOfContactsFound=2, returns C7 or C8 (only one contact returned, FirstNameLookup used, this is a multiple lookup and result is not predictable).
Email Address Phone Number Last Name First Name Media Type Result
EA1 LN1 Contact C1 created, EmailAddressLastNameFirstNameLookup and LastNameFirstNameLookup updated.
EA1 LN1 FN1 NumberOfContactsFound=1, returns C1. Does not update the contact.
EA1 FN1 NumberOfContactsFound=1, returns C1. Does not update the contact.
EA1 NumberOfContactsFound=1, returns C1.
Email Address Phone Number Last Name First Name Media Type Result
EA2 FN2 Contact C1 created, EmailAddressLastNameFirstNameLookup and FirstNameLookup updated.
EA2 LN2 NumberOfContactsFound=1, returns C1. Does not update the contact.
EA2 NumberOfContactsFound=1, returns C1.

Notes

Even if more than one matching contact is found (this can be the case when identification is done through a multiple lookup LastNameFirstNameLookup or FirstNameLookup), UCS 9 always returns the attributes of one of the identified contacts. The result is not predictable as UCS may return a different contact when issuing the same identification request twice.

The Return Unique check box in the IRD Identify Contact object makes UCS act as follows:

  • If Return Unique is not checked, UCS returns a list of IDs of the matching contacts (parameter ContactIdList).
  • If Return Unique is checked, UCS only reports that multiple contacts were found (parameter NumberOfContactsFound is higher than 1) but ContactIdList has only one ID (corresponding to the contact whose attributes are returned).

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on May 18, 2018, at 07:01.