Multi Session
This page describes how b+s Connects interfaces with MultiSession applications (e.g. Customer Service workspace).
Session Template parameters
When a "bsCallSession" session is started, the available CTI data and click-to-dial data is provided as template parameters.
The template parameter values are not updated throughout the lifetime of the session/call. Only the CTI data of the call starting the session is provided. CTI data of additional calls taking place within the same session (i.e. consultation calls) is not available via template parameters.
Example usages of these template parameters:
- Macros
- Agent Scripts
- App profile manager JavaScript API
- Application Tab templates
For more information on how template parameters can be utilized, refer to the following Microsoft resources:
The availability of the following fields is dependent on the Finesse version and the routing script. Please see the Finesse documentation for more details. Click-to-dial data is only available when the call has been initiated via click-to-dial.
| Parameter | Description |
|---|---|
| callDetails | direction + phone number (e.g. to +41123456789) |
| direction | Incoming or Outgoing |
| callKeyCallId | Indicates the unique number for the call routed on that particular day (CCE only) |
| callKeyPrefix | Indicates the day the call was routed (CCE only) |
| callType | Type of the call |
| callVariable1-10 | Peripheral variables 1 to 10 |
| crmId | Click-to-Dial: Record identifier for which a call is initiated. For incoming calls this parameter is not available. |
| dialedNumber | Dialed Number of the call |
| DNIS | DNIS of the call |
| mediaId | Media routing id |
| number | Phone number of the participant. When there is only one participant and the direction is outgoing, toAddress is picked otherwise fromAddress is chosen. |
| outboundClassification | Outbound call classification (VOICE, FAX, ANS_MACHINE, INVALID, DO_NOT_CALL, or BUSY) |
| queueName | Name of the queue |
| queueNumber | Queue name id |
| recordType | Click-to-Dial: Type of record for which a call is initiated. For incoming calls this parameter is not available. |
user.<variable> | ECC variables |
| wrapUpReason | Currently set call wrap-up reason |