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Inbound Interactions Contact Profiling (On Start - IVR Script (Search…
Inbound Interactions
Contact Profiling
On Start - IVR Script
Search Contact Profile with CLI ?
Found
Load the Contact Profile
Not Found
Create New Profile with only CLI & Load
On End - IVR Script
ContactProfileID = CNIC?
Yes
Update Contact Profile (Contact Fields)
Enque call with Contact Profile
No
Customer Identified?
Yes
Update Contact Profile
(CNIC, Name, Contact Fields)
Enque call
with Contact Profile
On Start - Agent CTI App
Interaction has Contact Profile?
Yes
Load the Profile
No
Go Search Screen
On End - Agent CTI App
ContactProfileID = CNIC?
Yes
Update Contact Profile (Contact Fields)
No
Customer Identified?
Yes
Update Contact Profile (CNIC, Name, Contact Fields)