Outbound Contact - Provisioning Case Data

It is possible to display specific outbound campaign information in the Case Information area.

This information can be displayed in the toast Case Information area, 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 Case Information.

The toast business attributes is configured in the Workspace Web Edition option toast.case-data.format-business-attribute).

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 those 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 those 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