Cisco CCE/CCX

CallVariable1

Both

String

Cisco Peripheral variable.

CallVariable2

Both

String

Cisco Peripheral variable.

CallVariable3

Both

String

Cisco Peripheral variable.

CallVariable4

Both

String

Cisco Peripheral variable.

CallVariable5

Both

String

Cisco Peripheral variable.

CallVariable6

Both

String

Cisco Peripheral variable.

CallVariable7

Both

String

Cisco Peripheral variable.

CallVariable8

Both

String

Cisco Peripheral variable.

CallVariable9

Both

String

Cisco Peripheral variable.

CallVariable10

Both

String

Cisco Peripheral variable.

BAAccountNumber

Outbound

String

Call variable for an Outbound Call.

BAStatus

Outbound

String

Cisco call type (internal field used by Cisco during an outbound call).

BACampaign

Outbound

String

Cisco Campaign name.

BAResponse

Outbound

String

When an Agent accepts a preview/direct preview call, the response is 'Accept'.

BABuddyName

Outbound

String

Cisco call variable for an outbound call.

CallState

Both

String

The current call state like Active, Hold, etc.

CallType

Both

String

Cisco call type for Inbound.

Campaign

Outbound

String

Cisco campaign name.

DN

Both

Number

DN from where the call originates (applicable for inbound). In manual outbound calling, number is available in DN.

Type

Both

String

Call direction - Inbound or Outbound.

fromAddress

Both

Number

Caller’s ANI / CLI.

mediaType

Both

String

Voice call or non-voice Interaction (like IVR).

toAddress

Both

Number

User-dialed number.

MediaProperties.callType

Outbound

String

Cisco call type for outbound.

MediaProperties.dialedNumber

Outbound

String

The customer contact number.

MediaProperties.queueName

Outbound

String

The campaign Group to which the campaign is mapped.

wrapUpReason

Both

String

The wrap-up Reason Code selected by the agent.

StateDuration

Both

String (hh:mm:ss)

Total call duration (to be consumed during call drop event).

CurrentStateDuration

Both

String (hh:mm:ss)

Duration in the current call state (duration changes for each state change).

LocaleStartTime

Both

String

User date time that the call originated (based on the agent's browser time zone).

LocaleStateTime

Both

String

The date and time the state was last changed (based on agent’s browser time zone). Generally consumed in end call event.

CallOrginLocaleDate

Both

Date (String)

Call origin date (mm/dd/yyyy).

CallOrginLocaleDateF1

Both

Date (String)

Call origin date (mm/dd/yyyy).

CallOrginLocaleDateF2

Both

Date (String)

Call origin date (mm/dd/yyyy).

CallOrginLocaleDateF3

Both

Date (String)

Call origin date (mm/dd/yyyy).

CallDurationInSec

Both

Number

The total call duration, in seconds.

id

Both

Number

The Call ID generated by the application.

UserID

Both

String

Agent ID used to login to the application.

Extension

Both

Number

Agent extension used to login to the application.

UserType

Both

String

The user type of the logged-in user - agent or Supervisor.

C_lcmCallBackCvalue

Outbound with Acqueon Campaigns

String

Captures the Callback Mode Phone Number.

C_lcmparentBOutCome

Outbound with Acqueon Campaigns

String

Captures Parent Business Outcome selected by the agent in LCM.

C_lcmparentBOutComeID

Outbound with Acqueon Campaigns

Integer

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

C_lcmDNCBusFlds

Outbound with Acqueon Campaigns

String

Captures the business field selected for DNC in LCM.

C_lcmPreviousLeadScore

Outbound with Acqueon Campaigns

Integer

Captures the previous lead score as in LCM.

C_lcmCurrentLeadScore

Outbound with Acqueon Campaigns

Integer

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

C_lcmDNCStartDate

Outbound with Acqueon Campaigns

String

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

C_lcmDNCStartTime

Outbound with Acqueon Campaigns

String

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

C_lcmDNCEndDate

Outbound with Acqueon Campaigns

String

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

C_lcmDNCEndTime

Outbound with Acqueon Campaigns

String

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

C_lcmWrapUp

Outbound with Acqueon Campaigns

String

Combination with Telephony and Child Business outcome.

C_lcmCallBackMode

Outbound with Acqueon Campaigns

String

Captures the callback mode selected in the Acqueon Campaigns tab.

C_lcmCallBackModeID

Outbound with Acqueon Campaigns

String

Captures the callback mode ID selected in the AE tab.

C_lcmBusinessOutcomeID

Outbound with Acqueon Campaigns

Integer

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

C_lcmBusinessOutcome

Outbound with Acqueon Campaigns

Integer

Captures the Business Outcome selected by the agent in AE.

C_lcmTargetValue

Outbound with Acqueon Campaigns

Integer

The target value set in the AE tab.

C_lcmCallBackStartDate

Outbound with Acqueon Campaigns

String

Captures the callback start date set in the AE tab.

C_lcmCallBackStartTime

Outbound with Acqueon Campaigns

String

Captures the callback start time set in the AE tab.

C_lcmCallBackEndDate

Outbound with Acqueon Campaigns

String

Captures the callback end date set in the AE tab.

C_lcmCallBackEndTime

Outbound with Acqueon Campaigns

String

Captures the callback end time set in the AE tab.

C_lcmAccountNumber

Outbound with Acqueon Campaigns

String

LCM Account Number.

C_lcmTelephonyOutcomeID

Outbound with Acqueon Campaigns

Integer

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

C_lcmUserID

Outbound with Acqueon Campaigns

String

The agent name of the agent handling the call.

C_NonPewc_CallbackTime

Outbound with Acqueon Campaigns

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 with Acqueon Campaigns

String

Captures the Non-PEWC contact expiry date.

Note

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

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_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.