DONOTCALL
The donotcall database table defines phone numbers that Syntelate XA should not dial.
The do not call list is populated when an agent completes an interaction with a completion code that has the DONOTCALL field set to Y: see the COMPLETION_CODES table. This adds the following fields of the interaction record to the DONOTCALL table:
- LKTL_PHONENUMBER
- LKTL_NEXTDIALNUMBER
- LKTL_MOBILENUMBER
- LKTL_LANDLINENUMBER
Say all four of these fields are populated in the INTERACTION_X table, each with a different phone number. This would result in four new records being added to the DONOTCALL table.
Whenever records are added to the INTERACTION_X table (by the Worklist Manager Importer, say) the Worklist Engine checks the above fields. Where one (or more) of these fields contains a phone number that is in the DONOTCALL table, the Worklist Engine updates the interaction record to set LKTL_COMPLETED to Y and LKTL_COMPLETECODE to DONOTCALL.
| Field | Description |
|---|---|
| ID | A unique ID for the record. Automatically added when a new record is added to this table. |
| CAMPAIGN |
Where populated, the do not call instruction applies to a particular campaign only. References LKTL_CAMPAIGN in the L_CAMPAIGNS database table. Automatically added where the interaction in the INTERACTION_X table has the LKTL_CAMPAIGN field populated. |
| PHONENUMBER | The phone number that should not be dialed. |