Add Items: Addresses

Addresses can be associated with several different items in Astute Agent (for example, cases, stores, and users). To associate an address with an item, create or edit an Address Type (A01) code and set the Category Specific input box to the Category code of the items you want. This section of the Help deals primarily with addresses and how they relate to cases.

An address in Astute Agent provides all the information for a single contact. Addresses are found throughout the system and are used to keep all data related to a contact in one place. Addresses include (but are not limited to) the following:

• Name of contact
• Full mailing address
• Phone numbers
• Company name
• Email addresses
• Case and Issue history
• Social Media handles
• Secondary / affiliate addresses

Address Types

In Astute Agent, there are four basic types of addresses on a case.

• Caller: The main person and address associated with a case.
• Other Addresses: Additional addresses that are associated with the case. For example, if a parent calls in to complain that their child was injured by a product, the parent would be the caller and the child is listed as an "Other."
• Secondary Addresses: Additional addresses that are related to the caller (for example, a person's work address or a second home).
• Affiliate Addresses: Additional addresses who are currently associated with the caller's address. For example, a parent may have multiple affiliated addresses, for example, one for each child. The affiliated addresses can be used as Other addresses on a case for the parent. Affiliated addresses may also be used as the caller. You can have multiple affiliated addresses, but they will not always be used on a case.

Country Codes

Country codes are maintained in Application Setup as AF6 codes. The initial country codes provided by Emplifi in the Astute Agent installation are based on the United Nations list of countries (published October 2008). The following countries are not defined as countries by the United Nations and therefore are not part of the current United Nations list. However, they are included in Astute Agent for historical reasons:

• Scotland and Wales - SCT
• Taiwan - TWN
• Yugoslavia - YUG

Address Verification

Address verification allows for entered addresses to be standardized for postal delivery. This can include the addition of +4 for U.S. addresses, look up for city and state/province, and cleaning the Address 1 field. The following are the supported verification interfaces:

• US 5-Digit ZIP: If the postal code data is loaded manually, then PowerLocator can be used when the country of the caller is defined as the US 5-Digit ZIP type. The system looks up the latitude and longitude of the address in the table, and if it exists it uses that data to find a location address as defined by the PowerLocator rules. For this to function, the user must enter the country, postal code (values must match those which were manually loaded), and the city.
• US ZIP+4: If the postal code data is loaded manually, then PowerLocator can be used when the country of the caller is defined as the US ZIP+4 type. The system looks up the latitude and longitude of the address in the table, and if it exists it uses that data to find a location address as defined by the PowerLocator rules. For this to function, the user must enter the country and postal code (values must match those which were manually loaded).
• Canadian Postal Code: The system verifies that the Postal code is in the correct format for a Canadian address. If postal code data is loaded manually, then PowerLocator can be used when the country of the caller is defined as this type. The system looks up the latitude and longitude of the address in the table, and if it exists it uses that data to find a location address as defined by the PowerLocator rules. For this to function the user must enter the country and postal code (values must match those which were manually loaded).
• Use Mailers+4 (USA): This is the integration with address information supplied by Melissa Data Corporation for US addresses. The data will be verified as correct according to USPS rules for Address1. The user only needs to enter the postal code and Address1 and the system updates the city (defaults to preferred city), state, county, area code prefix, latitude, and longitude.
• Use QAS (Various): This is the integration with address information supplied by Experian QAS via their on-premise QAS Pro system. This can be configured based on the countries licensed from QAS. It is possible that not all countries will map correctly. For assistance, contact Emplifi Support. The system will update the address based on the data returned from QAS. The user needs to enter a postal code and Address1.
• Use Custom DLL: Used by custom solution based on your specific definition. This requires Emplifi's Professional Services to implement.
• Use QAS OnDemand: Integration with address information supplied by Experian QAS via their QAS OnDemand system. This is done via a web service call. This can be configured based on the countries licensed from QAS. It is possible not all countries will map correctly. For assistance, contact Emplifi Support. The system updates the address based on the data returned from QAS. The user needs to enter a postal code and Address1.

Note: Your administrator may have defined your list of countries using your company's configuration data instead of the default codes provided in the installation by Emplifi.

Enter address information on a case in the various address fields.

Note: Information in this section refers mainly to U.S. and Canadian addresses. Also, the Automatic Address Cleaning and Verification features only work if your company has purchased and implemented the appropriate add-on feature of Astute Agent.

To enter an address:

1. Enter the caller's name in the appropriate fields. The fields on the "Name" line are laid out in the following order:
   • Title (for example, Mr., Mrs., or Dr.)
   • First Name
   • Middle Initial
   • Last Name
   • Suffix (for example, Jr. or Sr.)
2. In the Address1 field, enter the caller's street number and street name.
3. In the ZIP/Post code field, enter the caller's postal code.
4. Press the [Tab] key to tab from the ZIP/Post code field. The system automatically enters the following information based on the zip code:
   • The City, State, and County (display only) fields.
   • The first phone field defaults to the correct area code. If you enter a phone number as a string, Astute Agent will perform a phone number search. For the United States and Canada, the system will add dashes and will assume any number more than 9 digits is an extension (example: 123123123456 becomes 123-123-1234 x56).
   • The Zip+4 displays in the Zip code field.

Note: If there is more than one city within the zip code, a window displays and allows you to select the correct city.

The system automatically cleans the value entered in the Address1 field and tries to correct any misspelled street names. The system uses standard abbreviations for words such as road, street, and avenue. However, if an unusual address must be entered in the Address1 field and you do not want the system to change the value, type a lowercase "x" in front of the value. The system removes the "x" and leaves the rest of the value exactly as you enter it.

Your administrator can set the casing and trim type to use for the Address1 and City categories. This allows the information entered to be consistent and is applied after the address is validated. If the category is set up with Capitalization set to "None," the case of the address is left as it was entered by the user or as it was validated by the system. For more information, refer to the data entry settings for Capitalize Type and Trim Type in the "Category Definition" topic in the Administrator's Guide.

Note: If your company is using forced mixed case, directional indicators such as "NW" are entered as "Nw."

Assuring Address Information Gets Saved

If your case contains a new address record, information must be entered into at least one of the following fields in order to save the record. If you do not enter data into one of these fields, the data will not be saved when you save the case.

• Phone Number
• First Name
• Last Name
• State
• ZIP or Postal Code
• City
• Email Address
• Instructions
• a05_code
• a06_code

Depending on your system's configuration, field labels may be different on your system, and some fields may not appear at all. If you have questions, consult your Astute Agent Administrator.

You can search for an existing address like you can search for an existing case. The results of this search display the name, address, and existing cases for a person.

From the Home Page

To search for an existing address:

1. Click the Application Menu and select Search Address.
2. Enter a first and last name.
3. Click the Search button in upper right corner.
4. View the Matching Addresses table at the bottom of the screen.

Note: Performing an address search this way displays primary and secondary addresses.

Clicking the icon to the left of an address in this table opens the address window and allows you to:

• Edit the address information.
• View all existing cases with this address by opening the Cases section at the bottom of the window.
• Create a new case using this address by clicking the New Case From Address button on the page banner.

From an Open Case

After entering a caller’s address information on a case, search for that address in the database to prevent saving it as a duplicate address. If the address is not already in the system, you can save the case with the new address and a new address record is automatically created in the database.

To search for an existing address from inside an open case:

1. Enter basic address information (name, city, state, zip, phone) using the steps outlined in Entering Address Information. The more information you provide, the more likely you are to find a duplicate address if one exists in the system already.
2. Click the Search for Existing Address button on the Address section banner. All addresses that are similar to the information entered display on an ESP card.
3. If one of the addresses matches the one you entered, click the button on the results window. If there are any differences, the Address Merge window displays. For more information, refer to Address Merge.
4. If none of the addresses in the search results match the one you are looking for, click the Next Rule button. Complete these steps until you find a match. Otherwise, you will receive a message stating: "No address search rule was found that could be tried with the currently specified input fields."

Note: Performing an address search from inside an open case only displays primary addresses.

Address merge

If you select an existing address from the address search results, it is possible that not all the data in the saved record will match the information entered in the current Case window. When this happens, the Address Merge window displays. This window shows all the instances where the data does not match, showing both the existing and the new data, and allows you to select the information that should be kept. The saved address information is selected by default.

When an email address is entered on a case and you click the Search For Existing Address button , the existing primary email address in the database will not replace the primary email address field that has been entered on the current case; instead, the existing primary email address will be migrated to the secondary email address field of the case if the field is empty. If both the primary and secondary email fields of the case have been populated by the user, these values will not be overwritten by the migration. However, the Address Merge window displays to allow you to select the appropriate email addresses. When the case is saved, the email addresses on the case will update the address record.

From the Address Merge window, select the most accurate items in the Value column, then click the Process button.

If you do not want to merge the address, click the Cancel button.

Note: When you select an address from the ESP card and then cancel the merge, it is removed from ESP. The search must be run again in order to display the address.

Remember that the changes you make affect not only the case that you are currently working on, but all other cases that contain this address record as well.

To view the Address information of an address on a case:  

• From an Astute Agent record, navigate to the address you want information for. In the Address section menu, select Show Address Details.

The following fields display on the Address view:

Column	Description
Acct Number (AFF)	Used to assign an identifier to this address (for example, a loyalty card number).
Company Name	Displays the name of the company with which the address is associated.
Name	The title/salutation, first name, middle initial, and last name for the address.
Address1	The main street address which displays in letters and labels.
Address2	A secondary street address or postal instructions that can be included in letters and labels.
Zip/Post Code	Postal code for the address.
State	The state for the address. This field is validated against the list of states maintained in Application Setup.
Country	The country for the address. This field is validated against the list maintained in Application Setup.
City	The city for the address.
Email	The main email address to use as contact.
Active	Indicates that the address is current and active. Used only for PowerLocator addresses.
Authorization Level	Numeric representation of the level of authority for enclosures.
Address Code	Value used with the Address Type to link category codes with the address. Locations or stores used in PowerLocator make use of this field.
Address Type	Definable category code to classify the address. Reports and utilities can be filtered by this code.
Include In PowerLocator	Select this check box to include the address in PowerLocator rules.
Phones	List of available phone numbers along with their definable phone types. The address table can also now store Facebook™, Twitter™, YouTube™, and LinkedIn™ user names. If there are multiple phone numbers on the case, select the check box next to the primary (or preferred) contact number. You can also select social media user names if the customer prefers that as a contact method.

 

Cases

This page also displays a list of cases where the address displays. On the Address Configuration, if the Show Related History check box is selected, the cases listed are either the caller or the other address on a case. If cleared, the address is only the caller on the listed cases.

Column	Description
Company	Company ID for the case.
Case	Case number.
Status	Indicates whether the case is Open or Closed.
Received	The date and time the case was received.
Closed	The date and time the case was closed.
Initial Representative	The user that originally entered the case.
Responsible Rep.	The user currently responsible for the case.

After you search and select an address record to use on a case (refer to Searching for an Existing Address in this topic), you can view the history for that caller, including any previous cases. A caller's history displays automatically on an ESP card, if this functionality is enabled.

 

The Other Address or Secondary Address view is accessed by double-clicking an associated Other Address or by adding an Other Address or Secondary Address from the Add Item menu option.

The following fields display on the Other/Secondary Address view:

Column	Description
Association	Select the user-defined association for this address. This association can be to the caller or to the case as defined by your company.
Acct Number (AFF)	Used to assign an identifier to this address (for example, a loyalty card number).
Company Name	Displays the name of the company to which the address is associated.
Name	Enter the title or salutation, first name, middle initial, and last name for the address.
Authorization Level	Select the numeric representation of the level of authority for enclosures.
Address1	Enter the main street address which displays in letters and labels.
Address2	Enter a secondary street address or postal instructions that can be included in letter and labels.
Zip/Post Code	Enter the postal code for the address.
State	Enter the state for the address. This field is validated against the list of states maintained in Application Setup.
Country	Enter the country for the address. This field is validated against the list maintained in Application Setup.
Email	Enter the main email addresses to use as contacts for this address.
City	Enter the city for the address.
County	Displays the county based on the Zip/Postal Code entered.
Latitude Longitude	Displays the latitude and longitude based on the Zip/Postal Code entered. This information is provided by Address Verification.
Gender	Enter the gender of the individual associated with this address. Choose from: M - Male F - Female N - Did Not Ask
Allow Survey	Select this check box as a visual indicator only that the address can be used when sending out surveys. This check box does not control whether a survey is offered but can be used in mass mailing to include addresses.
Issue	Select the issue with which this address is associated. You can select No Issue or from any issue entered on the case.
Address Type	Select from a list of definable category codes to classify the address. Reports and utilities can be filtered by this code.
Address Lang ID	Select the language of the individual at this address.
Repeater Code	Select the code designating the number of unique times the address has contacted your company or the amount of enclosures that were given to them. For more information, refer to "System Setup: Company Definitions" in the Administrator's Guide.
Instructions	Enter special instructions and notes about the address.
Phones	Enter up to four available phone numbers for the address, along with their definable phone types.
Date Added	Displays the date and time the address was added to the case.
Added By User Code	Displays the user code of the user who added the address to the case.
Date Changed	Displays the date and time that the address was last changed.
Changed By User Code	Displays the user code of the user who last made changes to the address.

To open the Address tool drop-down menu, click the menu button . The following tools display on the Address section drop-down menu:

Tool	Description
Clear Address Fields	Selecting this option permanently erases the data entered into the address fields.
Show Address Details	Selecting this option opens the Address window, displaying all data associated with this address. On the Address banner, you can select the Re-associate Address button to re-associate all records (such as cases and surveys) that refer to the current address ID to an address ID that you enter. Note: Address data elements are not merged, and the address is not deleted.
Duplicate Address	Selecting this option creates another address on the case and duplicates all the data entered on the current address. This option is helpful if you want to create an Other or Secondary address where most of the fields are the same.
Create Case for Address	Selecting this option allows you to create a new case based on the current case. After you select this option, the New Case from Address window will display. Based on your configuration, you may choose which field values are copies to the new case. Then, click the Create New Case button to open a new case.