Improved Customer Search FPOC; phone number

[Dave Read]

Hi All, searched site but only seen @nasimg post for pruning multiple search results.

Need to know a way, if possible, to offer a way of identifying customers when logging an initial support call that gives results from a search text of their (or part thereof) telephone number.

We haven't any automated DDI/CLI feed into Service Manager for internal extension numbers to be making it Utopian,  but we do have IP phones with 80%+ inbound Avaya calls showing their extension on the handset display - so, could then quickly (like Supportworks) let us enter the number to pull up a match.

Bonus would be for this to extend to a mobile number if possible.

We currently have "Co-Worker" and "Contact" as ticked options under the requester box.

From Service Manager view, using the "Co-Worker" search, entering the exact number or partial does not return any searches. Within this result page, there is a dropdown for various other options; username, job title, location etc but none for "Phone Number".

Thanks, Dave.

[Daniel Dekel]

Hello @Dave Read,

We can add an option to look for telephone and mobile in Co-Workers and in Contacts but it can not be part of the global search. You will have to be specific about the type of search.

The way it will work if you want to search base don phone number is:

"tel:+44123456" or "tel:1234"

You can also use the keyword "phone" - "phone:1234"

This way is much faster to search rather than trying to do it for every single column in the database.

Will that be OK with?

Thanks,

Daniel.

[Dave Read]

This could be fantastic Daniel... so if I understand your offering correctly, are you suggesting that for logging a call our process would be simply be this 

• go to "Create New Incident" or "Create New Service Request"  (same/no change)
• in the "Search Customer" field enter either "phone:xxxx" or "tel:xxxx"  for it to generate results of staff?

if so, then this would be a huge improvement for us on the Service Desk needing to take notes in MS Word in the meantime of the caller taking breath and giving their surname.

Thanks, Dave.

[Daniel Dekel]

Yes @Dave Read,

You got it right. Just for you to know, there are already a few options for restricted search. for example:

"org:MyOrganisation",

"site:SomeSite",

"org:MyOrganisation james",

"type:coworker james"

and now also "tel:123"

This will be in the 2nd platform update. Look for the release notes, but it will probably not be this week.

Thanks,

Daniel.

[Dave Read]

Officially gobsmacked.... brilliant.    I'll pass on the good news to my manager & colleagues , some are just remembering everything in the phonecall, then going back to log it after they've confirmed the caller's surname; there's some efficiencies to be made there for sure!!

Thank you so much.

(akin to "size:large" for files/email searching criteria, so makes sense)

 

[Daniel Dekel]

No worries! happy to help ;-)

That's an interesting suggestion "size:large". Do you sometimes need to find an email that is large? What is it for? or is it for clearing up some space?

[Dave Read]

sorry for confusion... I was comparing your search function to the existing one in Windows File Explorer and Outlook that can interrogate a list of data extracting those items of a certain size.   ("size:large" gives those files between 1&16MB so assists Exchange users find those emails that can be targeted to reduce their mailbox usage) 

[Daniel Dekel]

Ahh, OK... no worries. Thanks ;-)

[Dave Read]

Daniel, awesome. tested and working beautifully.  

soon as we can have full sync across AD/Hornbill+staff directory it will be even more of a godsend than it currently is.

thank you from me and the team.

[Daniel Dekel]

Is great to hear that!

Thanks @Dave Read ;-)