"callLogEnabled": "",

The option to enable Avaya Workspaces for CRM to create call logs.

The values are the following:

• Y: Avaya Workspaces for CRM creates logs for all calls.

• A (ACD): Avaya Workspaces for CRM creates logs only for ACD calls.

• E (External): Avaya Workspaces for CRM creates logs only for inbound and outbound external calls.

• N: Avaya Workspaces for CRM does not create logs for calls.

For example, you can type "callLogEnabled": "Y",

"callLogShow": "",

The option to display the Activity Details section on interaction cards.

The values are the following:

• Y: Agents can view the Activity Details section on interaction cards. When an agent receives an interaction card, the Activity Details information is collapsed. The agent can click the Activity Details section to expand it.

• N: Avaya Workspaces for CRM creates logs, but agents cannot view or change them.

• S (Show fields initially): Agents can view the Activity Details section on interaction cards. When an agent receives an interaction card, the Activity Details section is expanded. The agent can click the section to collapse it.

• A (Always open): Agents can view the Activity Details section on interaction cards. When an agent receives an interaction card, the Activity Details section is expanded and cannot be collapsed.

"callLogShowRelatedTo": "",

The option to enable Avaya Workspaces for CRM to display the Related To field on interaction cards in the Activity Details section.

The values are the following:

• Y: Avaya Workspaces for CRM displays the Related To field on interaction cards in the Activity Details section.

• N: Avaya Workspaces for CRM does not display the Related To field on interaction cards in the Activity Details section.

For example, you can type "callLogShowRelatedTo": "Y",

"callLogShowComments": "",

The option to enable Avaya Workspaces for CRM to display the Comments field on interaction cards in the Activity Details section.

The values are the following:

• Y: Avaya Workspaces for CRM displays the Comments field on interaction cards in the Activity Details section.

• N: Avaya Workspaces for CRM does not display the Comments field on interaction cards in the Activity Details section.

For example, you can type "callLogShowComments": "Y",

"logOnIncompleteInteractions": "",

The option to create logs for incomplete interactions.

The values are the following:

• Y: Avaya Workspaces for CRM creates logs for incomplete interactions.

• N: Avaya Workspaces for CRM does not create logs for incomplete interactions.

"agentIdFieldApiName": "",

The option to define the Activity Custom Field API Name that saves the agent ID.

For example, you can type u_agentID.

"callLogCaller": "",

The option used for voice interactions to define the Activity Custom Field API Name that saves the caller ID. This is also called Automatic Number Identification (ANI).

For example, you can type u_caller.

"callLogCalled": "",

The option used for voice interactions to define the Activity Custom Field API Name that saves the called number or Digital Interaction Sender (DNIS).

For example, you can type u_called.

"callLogFrom": "",

The option used for digital interactions to define the Activity Custom Field API Name that saves the DNIS.

For example, you can type u_from.

"callLogTo": "",

The option used for digital interactions to define the Activity Custom Field API Name that saves the digital interaction recipient.

For example, you can type u_to.

"consultFieldApiName": "",

The option to define the Activity Custom Field API Name that saves the consult type.

For example, you can type u_consult.

"interactionLogWorkCodes": "",

The option to define the work codes that are selected during a voice interaction.

For example, you can type u_workcodes.

"startTimeFieldApiName": "",

The option to define the API Name of the Start Time field that saves the start time of interactions.

For example, you can type u_callstart.

"interactionHistorySize": "5",

The number of interactions Avaya Workspaces for CRM saves on the History widget. You can type a number from 0 to 20.

"defaultVoiceInteractionLogSubject": "",

The default value that Avaya Workspaces for CRM displays in the Subject field of voice interactions.

defaultDigitalActivitySubject": "",

The default value that Avaya Workspaces for CRM displays in the Subject field of digital interactions.

"customVoiceActivityField1": "",

"customVoiceActivityField2": "",

"customVoiceActivityField3": "",

The option to define custom interaction log fields where the agents save additional details about voice interactions. You can configure these fields to suit your unique business needs. You can add multiple fields separated by a semicolon.

For example, you can type "customVoiceActivityField1": "u_billingDepartment", to add a field to save specific customer preferences during sales interactions. The field name must equal the name of the ServiceNow column created in the interaction logs table.

ServiceNow supports text-type fields and drop-down lists.

"customDigitalActivityField1": "",

"customDigitalActivityField2": "",

"customDigitalActivityField3": "",

The option to define custom transaction log fields where the agents save additional details about digital interactions. You can configure these fields to suit your unique business needs. You can add multiple fields separated by a semicolon.

For example, you can type "customDigitalActivityField1": "u_billingDepartment", to add a field to save specific customer preferences during sales interactions. The field name must equal the name of the ServiceNow column created in the interaction logs table.

ServiceNow supports text-type fields and drop-down lists.

"voiceHeaderLabels": "",

"emailHeaderLabels": "",

"chatHeaderLabels": "",

"messagingHeaderLabels": "",

The option to display additional information on the header of an incoming interaction card in Alerting, Active, and ACW states. You can use engagement parameters, attributes, and intrinsics to display additional information. You can configure voice and digital channels separately.

You can choose a channel type to display additional information and type a string in the respective field in the following formats:

• attr:LabelToDisplay=AttributeKey

• param:LabelToDisplay=EngagementParameterKey

• intrinsics:LabelToDisplay=TOPIC_NAME

• uui:LabelToDisplay=UUI1

For example, in the Voice Header Labels field, type param:LabelToDisplay=customerType to display the value for the customerType key received from engagement parameters on the header of an incoming voice interaction card.

In the Voice Header Labels field, type attr:LabelToDisplay=Language to display the value for the Language key received from attributes on the header of an incoming voice interaction card.

In the Voice Header Labels field, type intrinsics:LabelToDisplay=TOPIC_NAME to display the value for the TOPIC_NAME key received from intrinsics on the header of an incoming voice interaction card.

In the Voice Header Labels field, type uui:LabelToDisplay=UUI1 to display the uui value passed to the CRM connector from the Avaya Experience Platform™ On-Prem server.

"logData1": "",

"logData2": "",

The option to enable the Log Data API Name to save values from:

• Attributes: This applies to Avaya Experience Platform™ Public Cloud interactions only.

• UUI: This applies to Avaya Experience Platform™ On-Prem voice interactions only.

• Param: This applies to Avaya Experience Platform™ Public Cloud digital interactions only.

You can add multiple log data fields separated by a semicolon.

The required format for an Attribute is: CRMCustomActivityField=AttributeKey. For example, in the Log Data 1 field, type Language__c=Language to assign the language the customer selects during an interaction to an attribute.

The UUI format is: CRMCustomActivityField=UUI<number>, where the number can be 1 to 5. For example, in the Log Data 2 field, type CaseID__c=UUI2, where UUI2 contains case ID data from the Avaya Experience Platform™ On-Prem server.

The Param format is: CRMCustomActivityField=Param1, where Param1 is a value from engagement parameters in Avaya Experience Platform™ Public Cloud.

"handleClickToDialFromTask": "",

The option to use information from the Task page to create a call log when an agent initiates a click-to-dial call.

The values are the following:

• N (No): When an agent initiates a click-to-dial call from the Task page, Avaya Workspaces for CRM does not use the information on the Task page to create a call log.

• R (Related): When an agent initiates a click-to-dial call, Avaya Workspaces for CRM uses related information on the page to create a call log.

• U (Updated): When an agent initiates a click-to-dial call, Avaya Workspaces for CRM uses the information on the Task page to create a call log. The status of the call in the call log does not change.

• C (Completed): When an agent initiates a click-to-dial call, Avaya Workspaces for CRM uses the information on the Task page to create a call log. The status of the call in the call log changes to Completed.

"callLogQueue": "",

The option to define the API name of the Queue field that saves the queue name.

For example, you can type u_calllogqueue.

"callLogUUI": "",

The User to User Information (UUI) value received for an interaction.

For example, you can type u_uui.

"transcriptionFieldApiName": "",

The option to define the API name of the Digital Transcript of an interaction. If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type "transcriptionFieldApiName": "u_transcript",

"callTypeCustomField": "",

The option to define the API Name of the Call Type field that saves the call type of an interaction. If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type u_calltype.

"statusCustomField": "",

The option to define the API Name of the Status field that saves the status of an interaction. If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type u_status.

"callDurationInSecondsCustomField": "",

The option to define the API Name of the Activity Duration field that saves the total time of the activity (voice or digital). If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type u_callduration.

"commentsCustomField": "",

The option to define the API Name of the Comment field that saves the user's comments during an interaction. If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type u_comments.

"callDispositionCustomField": "",

The option to define the API name of the Disposition Reason field that saves the disposition of an interaction. If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type u_disposition.

"subjectCustomField": "",

The option to define the API Name of the Subject field that saves the subject of an interaction. If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type u_name.

"typeCustomField": "",

The option to define the API Name of the Call Type field that saves the call type of an interaction. If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type u_calltype.

"contactNameField": "",

The option to define the API name of the Contact Name field that saves the name of the contact related to the interaction.

For example, you can type u_contact.

"callIdField": "",

The option to define the API name of the Call ID field that saves the Call ID of an interaction.

For example, you can type u_call_id.

"callLogASAIUUI": "",

The Adjunct Switch Application Interface (ASAI) UUI value received for an interaction. For example, u_asaiuui.

"callLogSkillId": "",

The skill ID configured in Avaya Experience Platform™ On-Prem. For example, u_skill_id.

"callLogSkillName": "",

The skill name configured inAvaya Experience Platform™ On-Prem. For example, u_skill_name.

"callLogEnd": "",

The option to define the end time of the interaction. For example, u_callend.

"callLogUCID": "",

The Unique Call Identifier (UCID) value. For example, u_ucid.