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Former Member

Relationship contacts and inbound call

I’ve account “Customer A” tel +380951212340 . This customer has 2 Contact “Contact A1” tel +380909090123 and “Contact B1”tel +380909292321

They added to “Customer A”

Then this Contacts call in our contact center
https://i.imgur.com/CiEUIuu.png

Fist call https://i.imgur.com/hmQhVCm.png

Second inbound call https://i.imgur.com/PK0dJXT.png

In this moment system work good.

Further I’m trying extended this scenario and added “Contact A1” to another Customer.
“Contact A1” has relationship with “Customer A” and “Customer B” . In both type is “Contact Person For” and for both account “Contact A1” is main.
https://i.imgur.com/PtvqHH4.png
https://i.imgur.com/CIBEnMI.png

Start issue.
“Contact A1” call in our company
number “Contact A1” is +380909090123
Inbound call
https://i.imgur.com/GbK4dpx.png

Only contact for “Customer A”. System not view variant for choose “Customer B”
In this scenario “Contact A1” call us for ask about ticket in work. Ticket for “Customer B”.

Please tell me what I do wrong. Maybe I need change setting for relationship between contact and customers?
How I can set up relationship to bind one contact to several clients and receive both options during the call of the contact?

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1 Answer

  • Apr 09 at 10:22 AM

    Andrii, as I understood you have the following case.

    Please correct me if I am wrong.

    General Requirement:
    One company Group has several legal entities.
    Each legal entity is entered as a separate Customer in C4C.
    One person in this Group of Companies is responsible to ask for services for the whole Group.

    Test Scenario.
    This person is entered as a Contact (is a contact Person For) for two companies from the Group - Company A and Company B.
    When we have a inbound call, Live Activity Center is showing us this Contact and don't show the Company (Field Company is Empty).
    We need to have an option to choose the right Company A or Company B in C4C based on the information from the Contact and Create the Ticket associated with the choosen Company.

    What possible work around we could have?

    The only option we could see is to create the contact duplicate.
    But it doesn't seem to be the good option.
    Dear Experts, do you have any other suggestions?

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    • Former Member

      Hello, Alexander!

      You're right! One contact person for two or more Company. System don't display all relationship, only one in Live Activity Center, when contact call to us.
      We thought about contact duplicate. But this variant difficult for manage all contact in the future.
      I'll happy any suggestions.
      Thanks