Configuration
Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.
Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.
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 Webex Contact Center 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 auxiliary code ID the agent has ended wrap-up with |
| wrapUpAuxCodeName | The display name of the wrap-up auxiliary code the agent has ended wrap-up with |
The values totalHoldCount and totalHoldTime are only available on the Info tab. They cannot be used for other purposes like Create new record links.