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Staff member will be picked based on the configurable rules. Preferred staff member role can be configured to be different based on the case status, type or group.
Three levels:
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Default role to be returned
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Role based on the stage of the case
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Rules Example:
Case Group | Case Type | Case Status | Priority | Case Role | |
|---|---|---|---|---|---|
| 1 | All | All | All | -1 | Paralegal |
| 2 | Social Security | All | All | 1 | Case Manager |
| 3 | VA | VA Appeal, | All | 2 | Attorney |
| 4 | VA | VA Initial Claim | All | 2 | Case Manager |
| 5 | Auto Accident, | All | Pre-Lit 00 - Reporting, | 4 | Case Manager |
| 6 | Auto Accident, | All | Pre-Lit 06 - Pending, | 4 | Attorney |
| 7 | Auto Accident, | All | Settled 10 - Money Being Held, | 4 | Billing |
Routing Examples:
Call comes in and the phone number is matched to a case that belongs to Social Security case group. Two rules are matched: #1 and #2. #2 has higher priority - the case will be routed to Case Manager.
Call comes in and the phone number is matched to a case that belongs to Auto Accident case group in LIT 01 status. Two rules are matched: #1 and #6. #6 has higher priority - the case will be routed to Attorney.
Call comes in and the phone number is matched to a case that belongs to Dog Bite case group in LIT 01 status. Only #1 rule is matched - the case will be routed to Paralegal.
Parameters
PhoneNumber - caller's phone number.
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