HEAT Create Customer Block

Configures the voice application to:

•Create a new customer record of specified type in the HEAT database

•Populate fields in the new record

This block is for use only with Ivanti Voice/HEAT configurations. For details, refer to Ivanti Voice/HEAT Configuration.

Conditional Exits

The HEAT Create Customer block has one conditional exit, Error, which the voice application executes if the application cannot create a new HEAT customer record. This may happen when one of the following occurs:

•The application cannot access the HEAT database.

•The connection to the HEAT application is offline.

•The customer with specified ID/Type already exists in the HEAT database

•The block does not supply mandatory fields.

Settings

The HEAT Create Customer block has the following settings:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•HEAT Connection (Required) - The name of the connection to the HEAT application in which Ivanti Voice creates the record. The drop-down list contains the name of all configured HEAT connections.

•Customer ID (Required) - The customer ID for the new record. This should be some unique value which is not in the database yet. For example, use %ANI% to create a new customer with ID equal to the ANI number of the inbound call. Enter an actual customer ID, or the Ivanti Voice interaction property containing the customer ID enclosed in percent (%) signs. For example: %PropertyName%.

•Customer Type (Required) - The type of the customer being created. Enter an actual customer type, or the Ivanti Voice interaction property containing the customer type enclosed in percent (%) signs. For example: %PropertyName%.

Fields to Prefill

The Fields to Prefill table lets you configure the HEAT Create Customer block to automatically populate fields in new customer record it creates. The Field name column lists the names of the fields, and the Field value column lists the values with which the block populates the fields.

To Add a Field for the Block to Prefill:

1.Either type the name of the HEAT customer record field at the bottom of the Field Name column, or click the browse button next to the empty field and select the HEAT customer record field in the dialog box.

2.In the empty field at the bottom of the Field Value column, enter the value with which you want the block to populate the HEAT customer record field, or the name of the interaction property containing the value enclosed in percent (%) signs. For example: %PropertyName%.

3.Click the green + icon.

4.Click the Update and Commit Changes buttons.

If the Fields to Prefill table contains HEAT customer record fields you do not want to populate automatically, use the red x icons to remove the fields from the table.

When configuration for this block is complete, click the Update button to apply the settings.