Mobile Commons: Phone Books

Provided information on Phone Books in Mobile Commons

If your account has the mConnect (call-routing) feature enabled, you can upload Phone Books to route your callers to numbers based on geographical location. For example, you can upload a Phone Book of all of the drug stores in the U.S. and then route your callers to their nearest drug store to refill a prescription, make a flu shot appointment, ask about inventory, etc. 

Our system can already route people to their local legislators based on the geographical information in the caller’s profile. However, adding a  Phone Book allows you to route callers to other locations.

Phone Books 

First, build out your phone book using your csv. If you do not already have a Phone Book ready to upload, you can grab a sample CSV to fill in. Just click the link for sample CSV on the upload CSV page. Please see our attachment on this article for the template CSV. 

Fill in the CSV:

• Column A (input): Fill in the address of the location of the destination number, such as a Rite-Aid Store.
• Column B (destination_number): Fill in the phone number of the location
• Column C (description-optional): Fill in a short description of what this destination number is, such as “Montague Street Brooklyn Rite-Aid.” This is an internal description, just so you know what this phone number is, and does not affect the Phone Book’s function. 

Now you can build your Phone Book! The Phone Books section allows you to upload Phone Books and keep track of Phone Books you have previously uploaded. You can also upload a New Phonebook from here.

After you click New Phonebook, you can give the phone book an (internal) name and choose if you want the system to connect users to the nearest geographical match no matter where it is, or limit matches to the caller’s state. Then click Create.

On the next screen, click Upload CSV and you’ll have the chance to upload a csv phone book you built. Select Choose File. Find your file, click Preview Entries, and double-check that the entries are correct on the next screen. Then click Save.On the next screen, if you already have a Phone Book in the correct format ready to upload , just click Choose File, find your file, click Preview Entries, and double-check that the entries are correct on the next screen. Then click Save.

Next, go in to the mConnect campaign that you are setting up with the Phone Book and in the “destination number” section, click the bubble for Phonebook. Then choose the phone book you’ve uploaded from the pull-down menu. Also, you must put in a default number, such as a general customer service line. In case a caller doesn’t match to any locations on your phone book, they can then be routed to your default.. 

After you’ve activated this mConnect, your users will be connected to their nearest geographical match, based on the csv phone book you uploaded!

Watch our video below, for step by step instructions.

You can also view the Phone Book Sample file.

Question: Product How-To / Training