About Caller Input Rules

You create Caller Input Rules that route calls to other skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify callers depending on what kind of services your Contact Center has. For example, callers can enter a passcode to access a special service line.

Business Communications Manager has 50 Caller Input Tables. BCM50 2.0 has 30 Caller Input Tables. You can create up to 2,000 Caller Input Rules for each table.  Each rule has a Match String, and an Action. The Match String is the string of digits that is checked, and the Action is the routing applied to calls that match the rule. The list of Caller Input Rules is sorted numerically by Match String. If strings overlap, longer, more-specific strings appear before shorter, less-specific strings.

 You can:

set the properties for a Caller Input Rule Table

create a Caller Input Rule

change a Caller Input Rule

delete a Caller Input Rule