Post-call Scripts

Unique ID to reschedule a contact. (Refer t_Dialer_Detail table).

Cisco Campaign Group ID, This is an Internal ID of Campaign Group (refer Obd_Campaign_Group table).

Name of the Campaign.

Phone number to which the call will be dialed (or) Email ID to which the email will be sent.

Unique ID for a Campaign.

Outcome of the contact attempt (either Telephony or Business Outcome).

Internal ID of Mode Name (refer OBD_Modes table).

Attempts made for the contact so far.

The number of tries in the same mode. This is reset when dialing switches to the different mode.

The number of attempts Agent sets the same outcome. For Telephony Outcome, It is reset when mode switches. For Business Outcome, the counter is not reset even mode switches.

Internal ID of Time Zone Name (refer OBD_TimeZone table).

Number of Modes available for a contact. This field holds the value of List of Mode ID, separated by the pipe character.

The number of attempts dialed today. It is reset when day changes.

The number of cycles completed. (When all modes for a contact is dialed once then it considered as cycle completed. The next cycle commences after this.)

Flag to determine which outcome is to be processed. This flag is mainly used for Dual Outcome. When agent sets both Telephony and Business Outcomes, the flag is: True for Telephony Outcome - is used to reschedule the contact. False for Business Outcome - is used only for reporting and Chaining.

0 - Regular

1 - Callback

2 - AEM

The CSS Condition through which the contact is picked up for dialing. This is an internal ID (refer Obd_CustomFilter table).

Value of Business field1 to Value of Business field20.

Value of Business field21 to Value of Business field26.

Optional Business Field value. This field holds the value in the XML type.

Global List ID.

List ID (Unique ID for a Campaign).

This is secondary list ID. The child list ID is different within a list while records are appended again after list is generated.

Comments set by an agent during the conversation with the customer.

Sale made for the Interaction. This is set by an agent after completing the conversation with customer.

Priority of the contact. This is incremented / decremented based on the outcome received (Telephony / Business Outcome).

Agent ID of the agent who has handled this attempt.

Skill Group ID, used only for the Cisco dialer.

This is specific to Cisco UCCE. This is a unique ID that is created once a day.

This is specific to Cisco UCCE. This is a unique ID that is created once a day. (This number will not duplicate for a specific day.)

Channel Type of the Mode.

1 - SMS

2 - Voice

3 - Email

The date and time when dialing is completed.

A contact delivery type - either through a dialer or as Non-PEWC.

A Cisco Campaign to which the contact is delivered to. This is used only for Shared List campaigns.

A Unique ID that is generated during contact delivery. This is the ID used for interactions between the dialer and the application.

This field is no longer used.

Attempts made for the contact so far.

A Type of callback the agent has set.

1 - Personal Callback

2 - Regular Callback

The date and time when a callback is requested by the customer.

The date and time when the contact is delivered to dialer.

The duration, in minutes, that an agent was in an interaction with the customer.

Number of attempts receiving "Agent Reservation Failure" as an outcome. This is used to switch the contact from PCB to NCB.

List ID (Unique ID for a Campaign).

Flag to check if a post-call Script is available.

Flag to check if the contact number is Wireless contact.

This is Unique ID. This field is used to identify the dual outcome when the records go to Call Activity.

No longer used.

No longer used.

No longer used.

No longer used.

No longer used.

No longer used.

This is an internal ID for the user who has Sales Force access (refer Obd_User table). This field is mainly used to identify the user who downloaded the contact from the Service Cloud Voice.

This is the Salesforce Lead ID. This ID is filled when contacts are downloaded from the Service Cloud Voice CRM.

This is the Salesforce Contact ID. This ID is filled when contacts are downloaded from the Service Cloud Voice.

This is the Salesforce Campaign ID. This ID is filled when contacts are downloaded from the Service Cloud Voice.

Agent ID who has requested for a callback.

The type of callback contacts the system has delivered to dialer.

1 - PCB

2 - NCB

A Unique ID for the Campaign (refer Obd_Campaign Table).

Lead Score of the contact before the current attempt.

Lead Score of the contact after the current attempt.

Flag to know whether the lead score has been reset in this attempt.

A Mode ID to which the callback should be made.

A Contact Number that was dialed.

Flag to identify whether the DNC is marked for this Phone Number. This will be set by an Agent.

The value of the business field which is marked for DNC which blocks the contact.

This is to identify what blocks a contact as DNC (either Business Field DNC / Phone Number).

A flag to identify if this call is an Inbound call.

Outcome Group Name.

This is an internal ID for the Outcome (refer Obd_Outcome table).

The ID of the device used for Identity Authentication.

The contact is blocked as DNC commencing this date.

The DNC block for the contact ends on this date.

The DNC type - whether global or for a specific campaign.

The status of the contact after the Reschedule algorithm is executed.

The zone name of the mode. The current mode that the contact has picked.

The Zip Code of the contact.

The date and time when the contacts are uploaded.

This indicates who has set a specific callback - external agent or clicker agent.

It is used to determine whether a customer has permitted to auto dialing for one immediate delivery, without PEWC validation.

The number of SMS transactions for the contact.

The State Law Group name.

This is the business field based on which a contact is marked as DNC.

This is set aside for the Nice CXone dialer.

This indicates if the contact is enabled for Identity Authentication or not.

The number of fields enabled to authenticate of a contact via a primary authentication. For example, three fields - mother’s name, date of birth, and debit card number may be verified for authentication.

This indicates whether the primary authentication was successful or not.

The number of fields enabled to authenticate of a contact via a secondary authentication. For example, two fields - SSN and debit card PIN may be verified for authentication.

This indicates whether the secondary authentication was successful or not.

The Campaign Category ID.

The DNC category ID.

The campaign category name.

This is a unique ID referring to the dialer that dials out the call.

This is a unique ID. This is used to identify the call with dual outcome when the records are moved to the Call Activity table.

This is related to the "RetValue" field. While "RetValue" is set to false, it is mandatory tor the agent to set the Business/Telephony outcome when it is desired to prevent the contact from dialing.

This indicates if the outcome is deleted or is still a valid outcome.

This indicates the Right Party Connect (RPC) type.

This flag determines if the retries count should be incremented for the current attempt of the contact.

This flag determines if the Global Retries count should be incremented for the current attempt of the contact.

This flag determines if the Daily Retries count should be incremented for the current attempt of the contact.

This flag determines if the Mode Retries count should be incremented for the current attempt of the contact.

This flag determines if the Outcome Retries count should be incremented for the current attempt of the contact.

This flag determines if the outcome can be viewed by the agent or not.

This the default time zone offset from GMT for the contact.

This is the flag to indicate if the contact should be closed based on the outcome set by the agent.

This flag determines if the maximum retries count should be incremented for the current attempt of the contact.

This is the dialer ID assigned by the application when a dialer is created.

This is the ID assigned to the Pacing Mode (Preview, Progressive, Predictive, etc.) when creating a campaign.

Cisco Campaign Group ID, this is an Internal ID of Campaign Group (refer Obd_Campaign_Group table).

Unique ID for a campaign.

Contact Strategy that is used to reschedule the contact for this attempt.

Unique ID for a contact.

Internal ID of Mode Name (refer OBD_Modes table).

A mode ID to which the contact is rescheduled for the next attempt.

Rescheduled Call Start Date.

Rescheduled Call End Date.

Attempts made for the contact so far.

The number of attempts dialed today. It is reset when day changes.

The number of tries in the same mode. This is reset when dialing switches to the different mode.

The number of attempts agent sets the same outcome.

For Telephony Outcome, It is reset when mode switches.

For Business Outcome, the counter is not reset even mode switches.

The number of cycles completed. When all modes for a contact is dialed once then it considered as cycle completed. The next cycle commences after this.

Outcome of the contact attempt such as Telephony or Business Outcome.

The status of the contact after executing the Reschedule algorithm.

Phone number to which the call will be dialed (or) Email ID to which the email will be sent.

Number of Modes available for a contact. This field holds the value of List of Mode ID, separated by the pipe character.

Flag to determine which outcome is to be processed. This flag is mainly used for Dual Outcome.

When agent sets both Telephony and Business Outcomes, the flag is:

True for Telephony Outcome - is used to reschedule the contact.

False for Business Outcome - is used only for reporting and chaining.

This is Unique ID. This field is used to identify the calls with dual outcome when the records go to Call Activity.

This is used only for calls with dual outcome. The primary outcome Call ID is copied here.

The flag that identifies if the Callback should stay with the same agent.

The flag that identifies if the attempt is made for callback.

The CSS Condition through which the contact is picked up for dialing. This is an internal ID (refer Obd_CustomFilter table).

Value of Business field1 to Value of Business field20

Value of Business field21 to Value of Business field26

Optional Business field value. This field will hold the value in XML type.

Global List ID

ListID (Unique ID for a Campaign).

This is secondary list ID. The child list ID is different within a list while records are appended again after list is generated.

Comments set by an agent during the conversation with the customer.

Sale made for the interaction. This is set by an agent after completing the conversation with customer.

A contact delivery type - either through a Dialer or as Non-PEWC.

A Cisco Campaign to which the contact is delivered to. This is used only for Shared List campaigns.

Priority of the contact. This is incremented / decremented based on the outcome received (Telephony / Business Outcome).

Agent ID of the agent who has handled this attempt.

Skill Group ID, used only for the Cisco dialer.

Channel Type of Mode.

1 - SMS

2 - Voice

3 - Email.

The date time at which the dialing is completed.

Name of the dialer Campaign (Campaign Group)

It is a unique ID to identify a call attempt for a contact.

0 - Regular

1 - Callback

2 - AEM

No longer used.

An attempt the contact has completed so far. (Excluding the current attempt)

A Type of callback the agent is set for.

1 - Personal Callback

2 - Regular Callback

The date time at which the callback is requested by the customer.

A date time at which the contact is delivered to dialer.

Talk Time between Agent and Customer. This is shows in Minutes.

The date and time that agent answers the call.

The time when the contact is set for delivery, even though the actual delivery happens at a different time.

Number of attempts receiving "Agent Reservation Failure" as an outcome. This is used to switch the contact from PCB to NCB.

No longer used.

ID from which ICM this attempt is made. This is used only for Tenant module.

No Longer used.

Flag to check if a post-call script is available.

Flag to check if the contact number is Wireless contact.

No longer used.

No longer used.

No longer used.

This is specific to Cisco UCCE. This is a unique ID that is created once a day. (This number will not duplicate for a specific day.)

This is specific to Cisco UCCE. This is a unique ID that is created once a day.

No longer used.

No longer used.

No longer used.

No longer used.

This is an internal ID for the user who has Sales Force access (refer Obd_User table). This field is mainly used to identify the user who downloaded the contact from the Service Cloud Voice.

This is the Salesforce Lead ID. This ID is filled when contacts are downloaded from the Service Cloud Voice.

This is the Salesforce Contact ID. This ID is filled when contacts are downloaded from the Service Cloud Voice.

Agent ID who has requested for a callback.

The type of callback contacts system has delivered to dialer. 1 - PCB 2 - NCB

A flag to identify whether the current cycle is completed.

Cycle count of the current cycle.

A Unique ID for the Campaign (refer Obd_Campaign Table)

Lead Score of the contact before the current attempt.

Lead Score of the contact after the current attempt.

Internal ID for Status Description (refer Obd_ContactStatusCode table).

The module that has changed the status of the contact.

The date and time when the status is changed for contact.

Original Cvalue. This excludes the Campaign Prefix.

The value of the business field which is marked for DNC which blocks the contact.

This is to identify what blocks a contact as DNC (either Business Field DNC / Phone Number)

A flag to identify this attempt is to consider for Inbound.

Number of attempts made today (Including Current attempts).

A flag to identify whether the Daily retries should be incremented for the current attempt of the contact.

The ID of the device used for Identity Authentication.

The contact is blocked as DNC commencing this date.

The DNC block for the contact ends on this date.

The DNC type for global or a specific campaign.

The mode’s zone name. The current mode that the contact has picked.

The Zip Code of the contact.

The date and time when the contacts are uploaded.

This indicates who has set a specific callback - external agent or clicker agent.

It is used to determine whether a customer has permitted to auto dialing for one immediate delivery, without PEWC validation.

The number of SMS transactions for the contact.

The State Law Group name.

This is the business field based on which a contact is marked as DNC.

This is set aside for the Nice CXone dialer.

This indicates if the contact is enabled for Identity Authentication or not.

The number of fields enabled to authenticate of a contact via a primary authentication. For example, three fields - mother’s name, date of birth, and debit card number may be verified for authentication.

This indicates whether the primary authentication was successful or not.

The number of fields enabled to authenticate of a contact via a secondary authentication. For example, two fields - SSN and debit card PIN may be verified for authentication.

This indicates whether the secondary authentication was successful or not.

The campaign category ID.

The DNC category ID.

The campaign category name.

This is a unique ID referring to the dialer that dials out the call.

This is related to the RetValue field. While RetValue is set to false, it is mandatory tor the agent to set the Business/Telephony outcome when it is desired to prevent the contact from dialing.

This indicates if the outcome is deleted or is still a valid outcome.

This indicates the Right Party Connect (RPC) type.

This flag determines if the global retries count should be incremented for the current attempt of the contact.

This flag determines if the daily retries count should be incremented for the current attempt of the contact.

This flag determines if the mode retries count should be incremented for the current attempt of the contact.

This flag determines if the outcome retries count should be incremented for the current attempt of the contact.

This flag determines if the outcome can be viewed by the agent or not.

This the default time zone offset from GMT for the contact.

This is the flag to indicate if the contact should be closed based on the outcome set by the agent.

This flag determines if the maximum retries count should be incremented for the current attempt of the contact.

This is the dialer ID assigned by the application when a dialer is created.

This is the ID assigned to the pacing mode when creating a campaign.