Amazon Connect

CallVariables

Both

JSON Object

Call Variables

queueName

Both

String

Queue name for the current call.

queueTimeStamp

Both

String

Time when the customer call was added in the queue.

fromAddress

Both

String

• Inbound - Customer Number

• Outbound - CLI

toAddress

Both

String

Customer Number.

StateDuration

Both

String

Overall call duration in hh:mm:ss.

CurrentStateDuration

Both

String

Last changes state duration in hh:mm:ss.

CallDuration

Both

Integer

Overall call duration, in seconds.

CallStartTime

Both

String

Call start time as per server.

CurrentStateTime

Both

String

The time the state was last changed - as per server.

LocaleStartTime

Both

String

Call start time in the local time zone.

LocaleStateTime

Both

String

The time the state was last changed in the local time zone.

CallState

Both

String

The current call state.

UserId

Inbound

String

The name of the agent handling the call.

CallAgent

Outbound

String

The name of the agent handling the call.

Campaign

Outbound

String

The campaign from which the call originated.

OutboundType

Outbound

String

Pacing mode of the outbound call - Preview, Predictive, or Progressive.

lcmKey

Outbound

String

LCM Account Number.

C_WhoId

Both

String

User-selected Who id is stored against the task.

C_WhatID

Both

String

User-selected Salesforce object (other than contact and lead) is stored against the task.

WhoId

Both

String

Submitted Who id is stored against the task.

WhatID

Both

String

User-selected Salesforce object (other than contact and lead) is stored against the task.

Notes

Both

String

Submitted user notes are stored against the task.

C_lcmBusinessOutcome

Outbound

String

Child business outcome selected by agent in LCM (call disposition).

C_lcmComments

Outbound

String

Captures the comments given in the AE tab.

C_lcmTelephonyOutcome

Outbound

Integer

Captures the telephony outcome.

C_lcmCallBackMode

Outbound

String

Captures the callback mode selected in the AE tab.

C_lcmCallBackStartDate

Outbound

String

Captures the callback start date set in the AE tab.

C_lcmCallBackStartTime

Outbound

String

Captures the callback start time set in the AE tab.

C_lcmCallBackEndDate

Outbound

String

Captures the callback end date set in the AE tab.

C_lcmCallBackEndTime

Outbound

String

Captures the callback end time set in the AE tab.

C_lcmAccountNumber

Outbound

String

LCM Account Number.

C_lcmTargetValue

Outbound

Integer

The target value set in the AE tab.

C_lcmIsPCB

Outbound

Boolean

Indicates if personal callback (PCB) is enabled.

C_lcmIsDNC

Outbound

Boolean

Indicates if Do Not Call (DNC) is enabled.

C_lcmBusinessOutcomeID

Outbound

Integer

Captures the Business Outcome ID selected by the agent in AE.

C_lcmTelephonyOutcomeID

Outbound

Integer

Captures the Telephony Outcome ID selected by the agent in AE.

C_lcmCallBackModeID

Outbound

Integer

Captures the Callback Mode ID selected by the agent in AE.

C_lcmUserID

Outbound

String

The agent name of the agent handling the call.

C_NonPewc_CallbackTime

Outbound

String

Captures the Non-PEWC contact callback time.

Note

This field is sent to Salesforce only if the Outcome is set during a call.

C_NonPewc_ExpairDate

Outbound

String

Captures the Non-PEWC contact expiry date.

Note

This field is sent to Salesforce only if the Outcome is set during a call.

C_lcmCallBackCvalue

Outbound

String

Captures the Callback Mode Phone Number.

C_lcmparentBOutCome

Outbound

String

Captures Parent Business Outcome selected by the agent in LCM.

C_lcmparentBOutComeID

Outbound

Integer

Captures Parent Business Outcome ID selected by the agent in LCM.

C_lcmDNCBusFlds

Outbound

String

Captures the business field selected for DNC in LCM.

C_lcmPreviousLeadScore

Outbound

Integer

Captures the previous lead score as in LCM.

C_lcmCurrentLeadScore

Outbound

Integer

Captures the current lead score value given by the agent in LCM.

C_lcmDNCStartDate

Outbound

String

Captures the DNC start date as given by the agent in LCM.

C_lcmDNCStartTime

Outbound

String

Captures the DNC start time as given by the agent in LCM.

C_lcmDNCEndDate

Outbound

String

Captures the DNC end date as given by the agent in LCM.

C_lcmDNCEndTime

Outbound

String

Captures the DNC end time as given by the agent in LCM.

C_AmazonContactId

Outbound

String

Captures the contact ID as in Amazon Connect.

C_CallSummaryContent

Both

String

Captures the Post-call Summary content. We recommend you use the following data types:

• Text Area - Long

• Text Area - Rich