Call Data Configuration

Items routed over a script in a Cisco Contact Center environment can be enriched with call data. This data consists of ten call variables, several ECC variables and additional data such as call type and queue name.

Configure Call Data

Configuration is passed as a JSON object, where the key and the value replaced with the dedicated value will be displayed on the gadget.

{
    "Queue": "queueName",
    "Language": "callVariable8",
    "Service": "callVariable9",
    "Preferred Agent": "user.eccPreferredAgent"
}

In the gadget, the configuration should appear as it does on the image below.

caution

Empty or non-existent variables will never be displayed.

Possible Variables

The following variables can be displayed:

Value	Description
callVariable1	Cisco Contact Center call variable 1
...
callVariable10	Cisco Contact Center call variable 10
user.eccVariableName	Cisco Contact Center Extended call variable. The name is dependent on the ECC Variable name
callType	Cisco Finesse Call Type
DNIS	Cisco Finesse DNIS
dialedNumber	Cisco Finesse Dialed number
number	Cisco Finesse ANI. Number is displayed like it is received from Finesse
outboundClassification	Cisco Finesse Outbound classification
callKeyCallId	Cisco Finesse Call Key Call ID -> Router call Key (CCE only)
callKeyPrefix	Cisco Finesse Call Key Prefix -> Router call Key Day (CCE only)
mediaId	Cisco Finesse Media ID
queueName	Cisco Finesse Queue Name
queueNumber	Cisco Finesse Queue Number
wrapUpReason	Cisco Finesse Wrap-Up Reason
BACampaign	Outbound Option campaign to which the call belongs
BAAccountNumber	Customer account number available in the import file
BAResponse	Multi-purpose placeholder for sending data
BAStatus	Indicates mode and direction of the Outbound Option Dialer initiated call
BADialedListID	Unique key identifying a specific customer record within the Dialing List
BATimeZone	Indicates the GMT offset, in minutes, for the customer’s time zone and is used to obtain the customer’s local time
BABuddyName	Contains the customer’s first and last name separated by a comma, if available in the import file
BACustomerNumber	Contains the dialed customer phone number (UCCX only)

info

Refer to the Cisco Finesse documentation for more information about these variables.

Cumulative Hold Timers

In addition to the data provided by Cisco, the two values totalHoldTime and totalHoldCount are available. These can be used to show the agent how long (cumulative) and how often a call has been on hold.

Example URL Query String

&ssCallDataConfiguration={"Language":"callVariable1","TicketNr:":"callVariable2","Total Hold Time:":"totalHoldTime"}