interaction.case-data.format-business-attribute
Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
Related Options: interaction.case-data.order
Specifies the name of the Business Attribute that contains the Business Attribute values that are used to filter and render attached data in the interaction. This option can be overridden by a routing strategy as described in the Configuration Guide. You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the interaction.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in interaction.case-data.order option are put at the bottom of the list.
toast.window-title
Section: interaction-workspace
Default Value: ($Contact.FirstName$ $Contact.LastName$|
Valid Values: $Window.Title$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Interaction.CaseId$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (X: name of contact attribute, Y: attached data key name).
Changes Take Effect: When the session is started or restarted.
Specifies the title of the Toast window by defining a string that contains the following field codes:$Window.Title$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Interaction.CaseId$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (X: name of contact attribute, Y: attached data key name). If all field codes are empty, the following field codes are used: '$Window.Title$ - $Interaction.MainParty$'.
toast.case-data.format-business-attribute
Section: interaction-workspace
Default Value:
Valid Values: Valid name of a Business Attribute
Changes Take Effect: When the session is started or restarted.
Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data in the toast interaction preview.
You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the toast.case-data.order option. Use this option to specify a comma-separated list of Business Attributes Value Names that define the order of the Business Attribute Values. The Attributes Values that are not listed in option toast.case-data.order are put at the bottom of the list.
This option can be overridden by a routing strategy as described in the Configuration Guide.
Outbound Contact - Provisioning Case Data
Contents
It is possible to display specific outbound campaign information in the Case Information area.
This information can be displayed in the Toast or Case Information area, and/or in the interaction Case Information area.
To display this information, you will need to add some business attribute values to the business attribute configured for Toast or Case Information. The toast business attributes is configured in the Workspace Web Edition option toast.case-data.format-business-attribute.
To specify a title for the Toast window, configure field values for the title in the toast.window-title configuration option.
The interaction business attribute is configured in the Workspace Web Edition option interaction.case-data.format-business-attribute.
Within these business attributes, you can add business attribute values for OCS Outbound Reserved Fields and OCS Custom fields.
OCS Outbound Reserved Fields
Create a business attribute value by following this pattern:
- Display Name: <Whatever you want>
- Name: The OCS Reserved key for this outbound field (for example, GSW_CAMPAIGN_NAME for the name of the campaign).
- Limitation: For From and Until campaign fields (GSW_FROM, GSW_UNTIL), the presented value will be the number of seconds since midnight, while in Workspace Desktop Edition, this value is translated as a time (For example: with Workspace Web Edition, the GSW_FROM is presented as 36000, while with Workspace Desktop Edition, it is presented as 10:00)
There are 3 specific OCS reserved fields for which it's needed to add a dedicated section in the annex to display the field correctly:
- GSW_PHONE_TYPE
- GSW_RECORD_STATUS
- GSW_RECORD_TYPE
Here is the configuration to be created to be able to display the fields.
PhoneType
- Display Name=Phone Type (or something else)
- Name=GSW_PHONE_TYPE
Annex= Section=interaction-workspace display-type=enum enum.business-attribute=PhoneTypes (or something else)
Then create the PhoneTypes business attribute, with the following business attribute values:
Name=0, Display Name=No Contact Type Name=1, Display Name=Home Phone Name=2, DisplayName=Direct Business Phone Name=3, DisplayName=Business With Ext Name=4, Display Name=Mobile Name=5, Display Name=Vacation Phone Name=6, Display Name=Pager Name=7, Display Name=Modem Name=8, Display Name=Voice Mail Name=9, Display Name=Pin Pager Name=10, Display Name=Email Address Name=11, Display Name=Instant Messaging
RecordStatus
- Display Name: Record Status (or something else)
- Name: GSW_RECORD_STATUS
Annex= Section=interaction-workspace display-type=enum enum.business-attribute=RecordStatus (or something else)
Then create the RecordStatus business attribute, with the following business attribute values:
Name=0, Display Name=No Record Status Name=1, Display Name=Ready Name=2, DisplayName=Retrieved Name=3, DisplayName=Updated Name=4, Display Name=Stale Name=5, Display Name=Cancelled Name=6, Display Name=Agent Error Name=7, Display Name=Chain Updated Name=8, Display Name=Missed Callback
RecordType
- Display Name: Record Type (or something else)
- Name: GSW_RECORD_TYPE
Annex= Section=interaction-workspace display-type=enum enum.business-attribute=RecordTypes (or something else)
Then create the RecordTypes business attribute, with the following business attribute values:
Name=0, Display Name=No Record Type Name=1, Display Name=Unknown Name=2, DisplayName=General Name=3, DisplayName=Campaign Rescheduled Name=4, Display Name=Personal Rescheduled Name=5, Display Name=Personal Callback Name=6, Display Name=Campaign Callback Name=7, Display Name=No Call
OCS Custom fields
- Display Name: Whatever you want
- Name: the send_attribute for the outbound custom field.
Depending on the custom field type, some information should be added within the annex of the business attribute value. If the custom field type is:
- char, varchar: no annex is needed
- int: add, in annex, a section titled "interaction-workspace" with a display-type=int option
- float: add, in annex, a section titled "interaction-workspace" with a display-type=float option
- datetime: add, in annex,a section titled "interaction-workspace" with a display-type=date option
Unsupported Use Cases
The following are unsupported outbound use cases.
Outbound Operations
- Not possible to update the Outbound Campaign Record (Custom Fields).
- Not possible to reschedule the Outbound Campaign Record