Display Variables

Call Variables are pieces of data stored in a dialer. For example, Contact ID, Customer Account Number, Contact Number, First Name, Last Name, and more.

Use this section to configure the call variables coming from the Cisco instance to your Workspace instance.

Click Display Variables in the left navigation menu to see the Display Variables screen. The application displays all the variables configured, one variable to one tile.

To add a new call variable, click the +Add button. Complete the following information:

1. Name - Type a name for the call variable.

2. Type - From the dropdown list, select a type. The available options are:

   1. DN - Select if the variable is a Dialed Number. A DN is essentially the phone number or extension associated with a particular device or user. It can refer to a physical phone line, a virtual phone number, or an agent extension in a contact center. This is used for Inbound interactions.

   2. Campaign - Select this if your variable is from a campaign. This is used for Outbound interactions.

   3. Add Code/Value - Type or use the Search box to search for the DN or the Campaign. The selected value appears in the Value field. Click the Add button. For example, a Campaign could have a value of Collections_May25; a DN could have a value of 15001 (an agent extension).

3. Extended Call Variable - Select this checkbox if the variable is an Extended Call Variable. An Extended Call Variable refers to a type of variable used in Cisco Unified Contact Center and Cisco Finesse to store additional information about a call, such as call attributes, customer data, or any other parameters. Some extended call variables are:

   1. BACampaign

   2. BAAccountNumber

   3. BAResponse

   4. BAStatus

   5. BADialedListID

   6. BATimeZone

   7. BABuddyName

   8. BACampaignID

   9. Customer Number

4. Key variable - Key variables are certain call variables containing customer details displayed on Acqueon Workspace. Select a Key Variable from the dropdown list.

   1. If you have not selected the Extended Call Variable checkbox, select Key Variable from the dropdown list.

   2. If you have selected the Extended Call Variable checkbox, manually enter the Key Variable.

5. Display name - Type a display name for the Key variable. This name is displayed on the agent Workspace softphone. If you do not enter a Display name, the application displays the Key Variable text as configured.

6. Click the +Add Variable button.

7. You can add more variables to this queue.

   1. Click the Add Variable button for each variable that you want to add.

   2. Select a Key Variable and a Display Name.

   3. Each variable you have added is displayed.

8. Click Save to complete adding the call variable. This Call Variable is displayed as a new tile.

Managing Call Variables

All the configured call variables are displayed, one each to a tile. Each tile has options to manage the call variables. You can edit, delete, or copy the call variables.

1. To edit a call variable:

   1. Click the Edit icon on the call variable.

   2. Update any or all the Add Code / Value (DN or Campaign), Key Variable, and Display Name fields.

      Note:

      You cannot edit the Name and Type fields.

   3. c. Click Save to complete.

2. To Delete a call variable:

   1. Click the Delete icon on the call variable tile.

   2. In the confirmation dialog box, click OK to complete deleting.

      Note:

      All information relating to the call variable is deleted. This is irreversible.

You have now completed the following topics:

• Cisco Connection

• Display Variables

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