Call Query Routing (CQR)

Overview

Call Query Routing (CQR) reverses the concept of traditional IVR by moving the decision of how to handle incoming calls from the caller to NethVoice itself. Instead of relying on caller input through an IVR menu, CQR allows NethVoice to query external or internal databases (MySQL or MSSQL) in real-time to obtain information about the caller and route the call accordingly.

By recognizing the caller through their phone number or a customer code, NethVoice can:

• Query databases for caller-related information
• Make routing decisions based on the query results
• Route calls to different destinations based on customer status

This makes CQR a flexible tool that obtains information in real-time and adapts behavior dynamically. As the database information changes, CQR behavior adjusts automatically.

Typical Use Cases

A typical example is using CQR to discriminate whether a caller is a paying customer or not:

• Paying customers: Route to support queue
• Outstanding customers: Route to administration
• Potential customers: Route to sales team

The key requirements for CQR are:

• Accessible databases from NethVoice
• Properly configured queries to interrogate the database

Configuration

Prerequisites

For MSSQL database connections, you must first configure the ODBC connection. Refer to the centralized phonebook documentation for ODBC configuration details.

Basic Settings

Field	Description
Name	Name of the CQR used by NethVoice in routing destinations
Description	Description of the CQR

Customer Code Resolution

Enable customer code lookup if you want CQR to resolve the customer code from the caller's phone number.

Field	Description
Use Customer Code	Enable to activate customer code lookup from caller's phone number
DB Type	Type of database (MySQL or MSSQL)
DB URL	Connection URL (use localhost for NethVoice internal database)
DB Name	Database name or ODBC DSN name for MSSQL
Username	Database user with query permissions
Password	Database user password
Query	SQL query to retrieve customer code from caller ID; use %CID% placeholder for caller number
Manual Code Entry	Enable to request manual customer code if query fails
Announcement	System recording to play when requesting manual code entry
Error Announcement	System recording to play if manual code entry fails
Code Length	Expected length of customer code for validation
Max Attempts	Number of attempts allowed for manual code entry
Validation Query	Query to validate manually entered code; use %CODCLI% placeholder for customer code

Customer Code Query Examples

Retrieve customer code from phone number:

SELECT `customer_code` FROM `phonebook` WHERE `caller_id` = '%CID%'

Validate manually entered customer code:

SELECT `customer_code` FROM `phonebook` WHERE `customer_code` = '%CODCLI%'

CQR Options

Field	Description
Announcement	Message played to caller while CQR processes. Duration should match query execution time
DB Type	Type of database (MySQL or MSSQL) for main query
DB URL	Connection URL for main query
DB Name	Database name or ODBC DSN name for MSSQL
Username	Database user with query permissions
Password	Database user password
Query	SQL query for routing decision; use %CID% for caller ID or %CUSTOMERCODE% if using customer code lookup
Default Destination	Route for unmatched conditions or database errors

Query Examples

Query by caller ID:

SELECT `name` FROM `phonebook` WHERE `workphone` = '%CID%'

Query by customer code:

SELECT `name` FROM `phonebook` WHERE `customercode` = '%CUSTOMERCODE%'

Routing Rules

Define conditions and their corresponding destinations. Each rule is evaluated in order based on position.

Field	Description
Position	Order in which NethVoice evaluates the result
Condition	Possible query result value (one per line)
Destination	Route destination if query result matches condition
Delete	Remove this routing rule

How It Works

1. Incoming call: Caller initiates call to NethVoice
2. Caller identification: Extract caller phone number
3. Customer code lookup (optional): If enabled, query database to resolve customer code from caller ID
4. Manual code entry (if needed): If customer code lookup fails and manual entry is enabled, request code from caller
5. Main query: Query database using caller ID or customer code
6. Route decision: Evaluate query result against defined conditions
7. Call routing: Route call to corresponding destination or default destination if no match

Best Practices

• Database performance: Ensure database queries are optimized and responsive
• Announcement duration: Set announcement duration longer than typical query execution time
• Query placeholders: Always use %CID% or %CUSTOMERCODE% placeholders; never hardcode values
• Error handling: Always define a default destination for error scenarios
• Testing: Test database connectivity and query accuracy before deploying to production
• ODBC configuration: For MSSQL, verify ODBC configuration is properly set up on the NethVoice host