Create Lookup Filters

Lookup sets are grouped by application classification. They contain one or more lookup filters defined in an order of priority, and each lookup filter is associated with a token.

When customers make service calls, they provide information such as Customer ID, Date of Birth, and First Name through an Interactive Voice Response (IVR) tool. Customer details are extracted from the database based on the availability of the token value, starting from the token of highest priority.

Use this page to configure reverse lookups and lookup filters for channel driven interactions with customers. Order the filters by the priority in which the tokens are evaluated. To create a new lookup filter, you can duplicate an existing one and make modifications. To create a new lookup filter from scratch, perform the following steps:

1. On the Screen Pop Page Configuration page, click the Lookup Filters tab.

2. Click the Add icon to create a lookup set.

   1. Enter a name.

   2. Select an Application Classification from the drop-down list.

   3. Select the Active option to activate a lookup set.

   4. Enter a Description.

3. Add filters within the newly created lookup set. To add filters, click the add icon.

   1. Enter a name.

   2. Select the interaction channel from the Channels drop-down list. The filter is applied to the selected interaction channel.

   3. Select a Token from the drop-down list. When you select a token, the associated object name is displayed in the Object Name column.

   4. Add more filters if required.

      You can reorder the filters by clicking the up and down arrow icons. Alternatively, click the Actions drop-down list or select Move Up or Move Down option.

4. Click Save or Save and Close.