Configuration

Call data

Calls routed over a flow in a Webex Contact Center can be enriched with call data. This data consists of system, global and custom flow variables.

System Variables, are for example: Phone Numbers, DNIS requests (Dialed Number Identification Service), Queue Names, and RONA Timeouts. Global and custom flow variables needs to be created and managed in the Webex Contact Center.

Please refer to the Flow Designer documentation for more information.

The variables will be shown on the b+s Connects Info tab if they are configured as "Agent Viewable" and assigned to either the "incoming popover" or the "interaction pane." Additionally, variables assigned to the "interaction pane" and marked as "Agent Editable" can be modified directly within the b+s Connects Info tab. Variables for the incoming popover will be displayed while a call is ringing and those for the interaction pane, while it is active.

A configuration guide and additional information can be found in the Flow Designer documentation.

Reserved call variables

Some custom flow variables will be used for special functions in b+s Connects and should not be used for other purposes.

If configured accordingly in WxCC they will be displayed on the Info tab. The value will be determined by b+s Connects.

Name	Description
totalHoldCount	The total number of times the call was in hold state.
totalHoldTime	The total number of seconds the call was in hold state.
wrapUpAuxCodeId	The wrap-up code ID the agent has ended wrap-up with.
wrapUpAuxCodeName	The name of the wrap-up code the agent has ended wrap-up with.

info

The values wrapUpAuxCodeId and wrapUpAuxCodeName are only accessible once the wrap-up process has been completed.

The values totalHoldCount and totalHoldTime are only available on the Info tab. They cannot be used for other purposes like Create new record links, Create New Case, Phone Call log.

This guide describes how to use the WxCC flow designer to interact with the b+s Connects for Microsoft Dynamics gadget.

Screen Pop

A "Screen Pop" node is available in the WxCC Flow. It can be used to trigger a screen pop inside Dynamics or in a separate window.

Further information on this function can be found in the Flow Designer documentation.

Screen Pop in a separate window

To open the screen pop in a separate window an absolute URL must be provided in the "Screen Pop" node. The queryParameters will be appended as search parameters to the URL.

The following modes are supported:

• New browser tab
  Always opens a new browser tab.

• Existing browser tab
  On the first Existing browser tab screen pop, a new browser tab is opened. That tab will be the dedicated tab for subsequent Existing browser tab screen pops and the URL will be refreshed within that specific browser tab.

• Inside Desktop
  Is handled the same way as New browser tab.

info

The currently opened page can prevent a redirect. In that case an Existing browser tab screen pop opens in a new browser tab.

Screen Pop in Dynamics

To open a record in Dynamics, a relative URL must be provided.

The following parameters needs to be defined in the "Screen Pop" node via the queryParameters or as search parameters in the URL (e.g. /some/relative/url.html?recordType=incident&crmId=00000000-0000-0000-0000-000000000000).

Key	Description
recordType	Dynamics table name of the record (e.g. incident).
crmId	Unique identifier of the Dynamics record.

info

If both keys are present in the queryParameters, the defined URL will be ignored.