This document describes the operational requirements and technical design of customer schema enhancement for:

Defining the channel identifiers of all supported channel type in customer entity
Identification of the customer on the new call/chat request.

The detailed functional requirements of the proposed solution are described here.

Components

This requires changes in the following components.

We will introduce the following new entities in the CIM database


Channel Types	The Channel Types entity will contain the records of all supported channels types i.e. Web, SMS, WhatsApp, Viber, Facebook. The system will autofill the default supported channels types in CIM DB on startup. At the Later stage is the new supported type is introduced, manual DB entry will be made.
Channel Identifier	This entity will contain the mapping of identifier attributes and channel type e.g for which channel type, mobile attribute will be used as an identifier.
Attribute Type Dictionary	This entity will contain the metadata information of all supported attributes types that can be added in the customer entity i.e. string, number, email, phone, Facebook, Viber, etc. The will persists the default entries in the system on startup. The backend system will also expose the API crud for this entity.

CIM FrontEnd

Customer Interaction Manager