In the Contact Centre Industry, the phone numbers are fetched from multiple sources. Each source provides phone numbers in different formats. For example, one source sends the phone number of 10 digits, whereas another source adds "0" (zero) before a 10-digit phone number. In some cases, a source sends the numbers with country code, whereas another source sends the numbers without country code. Phone numbers in different formats may be available in an Ameyo Setup. However, in Ameyo, a phone number with different formats will be counted as different phone numbers. For example, if John's number is stored as 123456789, then a call made to 0123456789 will be counted as a different number instead of John's number.
If STD Code Management is applied with other Phone Number Cleanup Policies, then it will be as the organizations collect phone numbers from the different sources that may have multiple number formats such as +91 123 456 7891, +91-1234567891, 12345647891, 01234567891, 001234567891. With the applicability of Phone Number Cleanup Policies, the Ameyo System can provide the same format for all phone numbers even if they are submitted in different formats.
Landline Number Policy maps the location code to the STD Codes, and the mapped STD code will be added as a prefix to all phone numbers. Its code name is "LandlineNumbersPolicy".
The Number Cleanup Policies can be enabled at the System-level. After upgrading the Ameyo Server package to 4.7 GA, you have to run the following query to add the flag "shouldEnableAutoNumberCleanup" and provide its value as "true".
INSERT INTO server_preference_store(context_type, context_id, key, value) VALUES (<system/process>, <ID of cc/process>, 'shouldEnableAutoNumberCleanup', true );
If "shouldEnableAutoNumberCleanup" is not added in "server_preference_store" for system-level, then its value will be considered as "false," by default, which means the Number Cleanup Policies are disabled by default.
As soon as the value of the "shouldEnableAutoNumberCleanup" flag is provided as "true" at system-level, then all 5 Number Cleanup Policies will be applicable at the system-level and will be applicable to all processes in the system.
You can use the above query to disable the Number Cleanup Policy at the process-level. If this configuration is not available for a process, then the system-level configuration will be applicable to that process.
Number Cleanup Policies cannot be configured at the Campaign-level.
Now, you can define which Number Cleanup Policy out of total 5 policies (from the above list) will be applicable to a process. If this policy selection configuration is not available for a process, then all policies will be applicable in the process.
You have to provide the value of "allowedCleanupPolicies" flag in the server_preference_store to select which number cleanup policies will be enabled in a process. Run the following query.
INSERT INTO server_preference_store(context_type, context_id, key, value) VALUES ('process','<process_id>','allowedCleanupPolices','<comma_separated_list_of_policies>');
Replace <process_id> with the ID of the Process. Provide any of the following values in the comma separated format in the place of <comma_separated_list_of_policies>.
RemoveLeadingZerosPolicy
RemoveSpecialCharacterPolicy
LastNDigitsPolicy
AddCountryCodePolicy
LandlineNumbersPolicy
Number Cleanup Policies cannot be configured at the Campaign-level.
This Policy is used to remove any special character present within the phone number. For example, a phone number <+91-910 109 7656> is changed to <9101097656>.
There is no configuration for this; the only enablement of this policy is sufficient.
This policy is used to remove all the zeros before the phone numbers. For example, a phone number <09101097656> is changed to <9101097656>.
There is no configuration for this; the only enablement of this policy is sufficient.
This policy helps to add the prefix with the phone number. This policy reads another policy first and then apply its configuration.
For example, suppose the countryCodePrefixValue is +91, thus the phone number <9101097656> is changed to <+919101097656>.
Run the following query to insert the country code in the database.
INSERT INTO server_preference_store (context_type, context_id, key, value) VALUES ('process','<Process_Id>','AddCountryCodePolicy','+91');
Here, '+91' is the Country code of India. You can define another country code depend upon the organization's usage.
After enabling this policy, you have to provide the mapping of a location code (that is a locality name, city name, or PIN Code) to the STD Code. The selected location code (that is locality name, city name, or PIN Code) should be a part of the Data Table Definition fields and should store the selected location code. Multiple queries can be run to store the mapping entries of a unique location code to a unique STD Code in "server_preference_store." Make sure not to provide multiple mappings of an STD Code.
If the preferred location code that is locality name, city name, or PIN Code is not a part of the Data Table Definition Field to store the customer address, then "Landline Number Policy" will not work.
Also, if the value of any location code (locality name, city name, or PIN Code) for any mapping entry is not available in the record of a customer, then Landline Number Policy will not work for that customer.
Please do not use Country Code with STD Code in "Landline Number Policy" if you are also enabling "Country Code Policy" in the same process.
Run the following query to add a mapping entry to map a location code to an STD Code.
INSERT INTO std_code_location_code_mapping(location_code,std_code) VALUES ('<location_code>','<std_code>');
Replace <location_code> with location name (such as Sohna Road), city name (such as Gurgaon), and PIN Code (such as 122003) and replace <STD_Code> with the STD Code (such as 124).
The "std_code_location_code_mapping" table will be available after upgrading Ameyo Server to 4.7 GA.
Consider the following examples of this query.
Using City Name as Location Code: Run the following query.
INSERT INTO std_code_location_code_mapping(location_code,std_code) VALUES('<city_name>','<std_code>');
Replace <city_name> with city name (such as Delhi) and replace <STD_Code> with the STD Code (such as 11).
Example:
INSERT INTO std_code_location_code_mapping(location_code,std_code) VALUES('<Delhi>','<11>');
After running this command in a process, the phone numbers of all customers having "Delhi" as City will be prefixed with STD Code = 11.
Using Location Name as Location Code: Run the following query.
INSERT INTO std_code_location_code_mapping(location_code,std_code) VALUES('<location_name>','<std_code>');
Replace <location_name> with locality name (such as Sohna Road) and replace <STD_Code> with the STD Code (such as 124).
Example:
INSERT INTO std_code_location_code_mapping(location_code,std_code) VALUES('<Sohna_Road>','<124>');
After running this command in a process, the phone numbers of all customers having "Sohna Road" as Locality Name will be prefixed with STD Code = 124.
Using PIN Code as Location Code: Run the following query.
INSERT INTO std_code_location_code_mapping(location_code,std_code) VALUES('<PIN_Code>','<std_code>');
Replace <PIN_Code> with PIN Code (such as 122003) and replace <STD_Code> with the STD Code (such as 124).
Example:
INSERT INTO std_code_location_code_mapping(location_code,std_code) VALUES('<122003>','<124>');
After running this command in a process, the phone numbers of all customers having "122003" as PIN Code will be prefixed with STD Code = 124.
You can configure these policies for different processes. For example, "RemoveSpecialCharacterPolicy" is for process 1, and "LastNDigitsPolicy" is for process 2.
Run the following query to disable any particular number policy.
UPDATE number_correction_policies SET enabled = <false> where policy_name = '<Policy_Name>' ;
Provide the name of the policy that you want to disable.
The following two APIs are available for STD Code Management Policy.
Add STD Code Management API: This API is used to add the STD code management in Management Framework Architecture. Know more...
Get STD Code Management API: This API is used to fetch the list of the STD codes that have been uploaded in Management Framework Architecture. Know more...
Provide the credentials of your Application server and other necessary details, as mentioned in the APIs itself.