Mapping

A mapping links a flow to whatever triggers it and gives the conversation its first skill and its first language. A flow can have any number of mappings — for example one service number for German and one for English.

Entering mappings

The mappings are in the flow properties, that is, with no node selected:

“+” on the list adds a mapping; “–” on the row removes it. You can choose skills and languages that are neither deleted nor private; to leave them empty, choose No Skill or No Language.

Phone numbers

The Number is a free-text field. The Routing Service compares it exactly with the dialed number, without wildcards or patterns. Beforehand, it brings the dialed number into a uniform format, see Phone numbers:

• Numbers with up to five digits are internal extensions and stay as they are: 2000.
• Longer numbers are in international format, without “+” and without the outside line prefix: 49301234567. For numbers without a country code, the country from the phone system’s Local Code applies.
• With SwyxWare, the extension also matches exactly as the phone system reports it — even with more than five digits.

Enter the number as the Routing Service sees it. If no mapping matches, it rejects the call and only records this in its log.

Mailboxes

The Mailbox list shows all mailboxes; the address is saved. Whether a message becomes an email or a fax conversation depends solely on the type of the flow its mailbox is mapped to.

After saving, the Routing Service reconnects the mapped mailboxes to the mail server.

Chat

The website sends a skill and a language with every chat request. The Routing Service looks for the mapping in this order:

1. skill and language match,
2. only the skill matches, and the mapping has no language,
3. only the language matches, and the mapping has no skill,
4. a mapping without skill and without language.

A mapping with No Skill and No Language therefore catches all remaining chats. The skill and language sent by the website also apply to the conversation; here, the values of the mapping only serve as the key.

Skill and language of the mapping

For calls, emails and faxes, the conversation gets the skill and language of its mapping — provided it does not have any yet. The flow can change both with Set Skill and Set Language.

If not all mappings have a skill, the check requires a Set Skill node on every path to Queue; the same applies to the language in call flows, see Checking, saving, versions.

When a caller uses Dial in, myContactCenter only recognizes their waiting place if the mapping has the same skill and the same language as the place — or if the place was created with Ignore skill on dial-in, see Virtual queue.

Uniqueness

A number, a mailbox and a chat pair each belong to exactly one flow.

• If a number occurs twice in the flow or another flow already has it, the check reports Duplicate flowmapping numbers. and the flow cannot be saved. The field itself shows This flow mapping is not unique!.
• If two administrators save the same number in different flows at the same time, the flow that had it first keeps it. The other one is saved without this mapping, and the Administration reports Conflict with FlowMappingNumber!.

If no mapping matches