Filter invalid CNAM characters to avoid dropping calls from non-compliant carriers
RC should filter any unapproved characters from CNAM before beginning to route the call.
After much research, we have a customer who had an apostrophe in their CNAM (because it's part of their name, and their carrier did not disallow it) The result within RC is that the call comes in, gets to an IVR, they enter any option, or even default to a fall-back route, but THEN the call is dropped due to the invalid character.
RC began taking the call but then failed later in the process, making it seem the customer was hung up on.
If RC would "cleanse" the CNAM up front, this would be solved.
For example if the CNAM was ...
"O'CONNOR AND CAMPBELL" it would become "O CONNOR AND CAMPBELL"
This would allow RC to process the call without issue and make RC more robust at handling calls.
While it is good to try to hold other carriers to account to update the record, it's not realistic that all customers will be addressed at every carrier.
Mike
shared this idea