Contents
- 1 Update UCS Record
- 1.1 Use Case
- 1.2 Name Property
- 1.3 Block Notes Property
- 1.4 Exceptions Property
- 1.5 Condition Property
- 1.6 Logging Details Property
- 1.7 Log Level Property
- 1.8 Enable Status Property
- 1.9 Entity Type Property
- 1.10 Interaction ID Property
- 1.11 Tenant Property
- 1.12 Universal Contact Server Property
- 1.13 Update Entity Attributes
- 1.14 Update Interaction Attributes Property
- 1.15 Enable Status Property
Update UCS Record
Introduced in 81.440.18. Use this block to update the properties of an interaction in the Universal Contact Server database. Can be used for both interactions currently in process and interactions already processed. The execution of this block by ORS causes ORS to generate a request to Universal Contact Server for the method UpdateInteraction.
Use Case
- A customer sends an e-mail to the contact center, initiating a routing workflow.
- The routing workflow reads the user data from the e-mail.
- The user data is used to identify that this customer is an existing contact in the UCS database based on the customer's first and last name
- The routing workflow does a comparison of the customer's e-mail address in the e-mail, with the one in UCS database for this contact. They are different.
- The routing workflow updates the contact information in the UCS database with the new email address.
The Update UCS Record block has the following properties:
Name Property
Find this property's details under Common Properties.
Block Notes Property
Find this property's details under Common Properties.
Exceptions Property
Find this property's details under Common Properties. Also see:Exception Events for eServices UCS Blocks where the following exceptions are supported: 201, 203, 502, 510, 701, 710, 716, 730.
Condition Property
Find this property's details under Common Properties.
Logging Details Property
Find this property's details under Common Properties.
Log Level Property
Find this property's details under Common Properties.
Enable Status Property
Find this property's details under Common Properties.
Entity Type Property
You must select an Entity Type (other than Interaction) before you can enter the Update Entity Attributes property. Click the down arrow and select from the Entity Type list. Select Email In, Email Out, Chat, Phone Call, Callback, CoBrowse.
Interaction ID Property
Find this property's details under Common Properties.
Tenant Property
Find this property's details under Common Properties.
Universal Contact Server Property
Find this property's details under Common Properties.
Update Entity Attributes
Use this property to set the parameters to be passed when updating entity attributes.
- Click under Value to display the button.
- Click the button to open the Contact Attributes dialog box.
- Click Add to open the Update Entity Attributes dialog box where you specify the attributes.
- Click the down arrow opposite Value and select Literal or Variable.
- If you selected Literal, enter the Value field and click OK.
- If you selected Variable, select the variable that contains the value and click OK. The Name and Value fields in the Update Entity Attributes dialog box reflect your entries.
- Click Add again to continue entering Entity Attributes in this fashion.
Update Interaction Attributes Property
Use this property to set the parameters to be passed when updating interaction attributes.
- Click under Value to display the button.
- Click the button to open the Contact Attributes dialog box.
- Click Add to open Update Interaction Attributes dialog box where you specify the attributes.
- Click the down arrow opposite Value and select Literal or Variable.
- If you selected Literal, enter the Value field and click OK.
- If you selected Variable, select the variable that contains the value and clickOK. The Name and Value fields in the Update Entity Attributes dialog box reflect your entries.
- Click Add again to continue entering Interaction Attributes in this fashion.
Enable Status Property
Find this property's details under Common Properties.