How Can I Configure Workflow Using Phone Status Evaluation

How Can I Use Phone Status Evaluation?

Phone Status Rules in conjunction with Triggered Action Path workflow can be used to automate the identification and flagging of accounts needing phone number enrichment.

This article will provide workflow based on the example Phone Status Evaluation highlighted in the article How to Configure Phone Status Evaluation.

Process Overview

Here is one example of how this type of workflow can be configured:

1. Set up a Phone Status Rule: Define rules that evaluate phone call results and set specific statuses based on predefined criteria. 

2. Configure Workflow Behavior: Establish the workflow to determine appropriate actions following a change in phone status as per the rule. Optional components such as Logic Blocks, Triggers, and Jobs can be developed for customization.

3. Desired Behaviors:

• Phone call results are logged via Dialer Call Results/Agents, triggering the Phone Status Rule evaluation.

• If the specified conditions are met, the Phone Status Rule assigns a particular status.

• The Trigger is activated upon status change, initiating the Action Path.

• The Action Path assesses accounts based on predefined logic.

• If the conditions are met, the Action Path sets the enrichment flag.

• Enrichment jobs are executed for exporting and importing data.

Creating Logic Blocks for Phone Status Evaluation

Setting up Logic Blocks is a pivotal step in setting up your Phone Status Evaluation workflow. These Logic Blocks act as filters, allowing you to process data based on Phone Status results. 

For additional guidance on creating Logic Blocks, please refer to Building Logic Blocks.

Example Logic Blocks:

1. Identifying Eligible Accounts for Enrichment 

AND demographic_phone.debt_id = debt.debt_id
AND demographic_phone.status NOT IN ('ACTIVE','NEW','VERIFIED','DO_NOT_CALL','DO_NOT_CONTACT')

2. Identify accounts Not Eligible for Phone Enrichment

AND demographic_phone.debt_id = debt.debt_id
AND demographic_phone.status IN ('ACTIVE','NEW','VERIFIED')

Adding Custom SQL to Logic Blocks

1. Click on the Custom Header section of the Logic Block.

2. In the Custom From Section, enter demographic_phone.

3. In the Custom SQL Section, paste the respective custom SQL for the Logic Block.

Configuring the Remaining Workflow

After creating your Logic Blocks, the next critical step involves configuring the remaining aspects of your Phone Status Evaluation workflow. Here’s a breakdown of the essential configuration steps:

• Set Up Triggers: Use onAfterDemographicPhoneStatus to flag accounts for enrichment, removal, or addition to a worklist based on the identified Phone Status.

• Create Action Paths: Design Action Paths to direct the workflow's actions in response to triggered events. Action Paths enable you to execute various tasks based on the outcomes of Logic Blocks and other conditions. Refer to Creating an Action Path for guidance. 

• Enrichment Job: Export and import data for enrichment.