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Jul 3rd, 2015
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  1. Given the user has not authenticated,
  2. We look for member records with a phone number matching the Caller ID.
  3. If we find none, then we ask for the phone number. [1]
  4. If we find the number is associated with cards of more than one
  5. processor, then we ask for the card type. [2]
  6. Otherwise, we ask for confirmation of the detected phone number. [3]
  7.  
  8.  
  9. Given we have identified the caller's card type,
  10. We check the system forwarding setting.
  11. If the setting is in the default mode,
  12. We check if the call is required to go to the CARD.com call center.
  13. If not, we split the calls:
  14. 70% of calls got to a prerecorded message.
  15. 30% of calls continue to be routed to a call center...
  16. We check if the CARD.com Call Center is available for calls
  17. (Aka, Business Hours, not Holiday, and under capacity.)
  18. If so, we check if the callers card type is known to be FIS
  19. If so, we forward to the CARD.com FIS customer's queue.
  20. If not, we forward to the CARD.com Unknown customer queue.
  21. If the CARD.com Call Center is not available,
  22. We check the callers processor type.
  23. If the processor is FIS, we forward to the FIS Call Center.
  24. If the processor is I2C, we forward to the I2C Call Center.
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