Contact Identification

To perform contact identification, UCS takes the contact data included in the new interaction and tries to match it with its existing contact records based on certain attributes.

This page describes the default process of contact identification.

What UCS Checks

The default list of the attributes that UCS checks is FirstName, LastName, Title, EmailAddress, and PhoneNumber.

Important

This chapter refers to contact attributes by their system names. The system name is the one that is used in the UCS and Configuration Server databases, and the one that appears in the Name box of the attribute’s Properties window in Configuration Manager. In Configuration Manager there is also a display name which usually differs slightly; for example, system name PhoneNumber, display name Phone Number.

Order of Checking

The attributes that UCS uses in contact identification have a ranking which tells UCS what priority to give them in searching. The default ranking is:

EmailAddress—0

PhoneNumber—1

FirstName—2

LastName—2

Title—3

The general procedure that UCS follows in the default case can be diagrammed as in the figure below, where Attribute N is the highest-ranked attribute available in the interaction’s contact data, Attribute N-1 is the next highest, and so on.

Default Process for Contact Identification

Example

An example of the default identification process is available.

Customizing

You can customize the process of contact identification by modifying:

• Which attributes are checked.
• The priority of attributes.
• Only selected media types.