Wildcards Tab

Wildcards Tab

Wildcards provides you with an option to take calls from regional areas and send them to a Preferred Agent Group.

ie: if anyone calls from a region starting with a CLI of 09457* route them to this Preferred Agent Group.

Note:  This is based on CLI (Calling Line ID).

Select Preferred Agent Groups based on Caller ID Wildcard Patterns.

To use this feature

1. Display the Properties Screen, Click the Wildcards Tab. The screen above displays.
2. Click on Add.
3. Double click in the Description Column.
4. Enter your description e.g. Auckland Sales.
5. Click on the Wildcard column.
6. Enter the numbers you wish to route calls from, followed by a * e.g. if from Auckland enter 09*, if Wellington 04*, if Auckland/Howick Suburb enter 0953*.
7. Click in the Preferred Queue column.
8. Select your Preferred Queue from the drop-down menu.
9. Click in the Preferred Agent Column.
10. Select your preferred Agent group from the drop-down menu.
11. The ID (far-right) auto-adds the Agent's number but this can be edited.
12. Click OK.

Wilcard Options

Wildcards utilise the Microsoft Wildcard options, enabling the use of the 'Like' operator to find values in a field that match the pattern you specify, eg:  you can use wildcard characters to find a range of values (for example, Like "09*").

The following example returns data that begins with the digit 7 followed by any digit between 2 and 4 and three digits:

Like "7[2-4]###"

The following table shows how you can use Like to test expressions for different patterns.

Kind of Match	Pattern	Match (Returns True)	No Match (Returns False)	Comment
Multiple Characters	1*4 *2*	124,1234,125674, 1234, 552555,	156, 2564 5553	Any number that starts with a 1 and ends with a 4. Any number which contains a 2
Single Digit	1#4	124,134,164	1234	Single Digit
Range of Characters	[2-7]	3, 5, or a 7	1, 8 or 9	Represents one number - can use this command multiple times
Outside a Range	[!2-7]9	19, 89, 99	39, 49 or 55	Represents one number outside of the range within the brackets and can be used multiple times.
Combined	*[!1-3]#[5-8]##	240566, 3340566, 678940566	229722	Combining Wildcard characters

See Also Adding/Editing an Advanced Queue General Tab LCD Tab Agents Tab Schedules Tab Announcements Tab Priority / GOS Tab Alarms Tab Notes Tab Preferred Agents Tab Holidays Tab Permissions Tab