Activity Log Enabled? (Y/N/A/E)

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

The values are the following:

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

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

• A (ACD): Avaya Workspaces for CRM only creates Automatic Call Distribution (ACD) logs.

• E (External): Avaya Workspaces for CRM creates logs for external interactions only.

Show Activity Details? (Y/N/S/A)

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.

Show Name (Y/N)

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

The values are the following:

• Y: Avaya Workspaces for CRM displays the Name field.

• N: Avaya Workspaces for CRM does not display the Name field.

Show Related To? (Y/N)

The option 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.

• N: Avaya Workspaces for CRM does not display the Related To field.

Show Comments? (Y/N)

The option 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.

• N: Avaya Workspaces for CRM does not display the Comments field.

Make Activity Related Data Sticky (Y/X/N)

The option to determine the value selected in the Name and Related To fields.

The values are the following:

• Y: Avaya Workspaces for CRM selects the first Salesforce object that an agent opens after accepting the interaction. The agent can change the value in the Name and Related To fields manually. Avaya Workspaces for CRM saves the last selected object to the interaction log.

• X: Avaya Workspaces for CRM does not select any values in the Name and Related To fields. The agent must select the value manually.

• N: Avaya Workspaces for CRM selects the last Salesforce object that an agent opens after accepting an interaction. The agent can select the value manually. When the agent opens a new Salesforce object, Avaya Workspaces for CRM updates the value in the Name and Related To fields.

Prioritize Related to (Y/N)

The option to determine whether the interaction logs contain the Salesforce object from the Name or Related To fields in case the Name field contains the Lead object.

The values are the following:

• Y: If the Name field contains the Lead object, Avaya Workspaces for CRM saves the object from the Related To field to the interaction log and discards the object from the Name field.

• N: If the Name field contains the Lead object, Avaya Workspaces for CRM saves the object from the Name field to the interaction log and discards the object from the Related To field.

Enable Activity Log on Incomplete Interactions (Y/N)

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.

Custom Voice Activity Field (1 to 3)

The option to define a custom field for voice interactions that are displayed on interaction cards in the Activity Details section. You can type an API value associated with the required custom field in Salesforce. For example, type Product__c.

Avaya Workspaces for CRM uses the API to create the custom field in the Salesforce logs. If the API does not exist, Avaya Workspaces for CRM does not save logs for this field.

Custom Digital Activity Field (1 to 3)

The option to define a custom field for digital interactions that are displayed on interaction cards in the Activity Details section. You can type an API value associated with the required custom field in Salesforce. For example, type Product__c.

Avaya Workspaces for CRM uses the API to create the custom field in the Salesforce logs. If the API does not exist, Avaya Workspaces for CRM does not save logs for this field.

Agent ID Field API Name

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

For example, you can type AgentId__c.

Caller Field API Name

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 Caller__c.

Called Field API Name

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 Called__c.

From Field API Name

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

For example, you can type From__c.

To Field API Name

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 To__c.

Consult Field API Name

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

For example, you can type Consult__c.

Work Codes Field API Name

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

For example, you can type WorkCodes__c.

Start Time Field API Name

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

For example, you can type Call_Start__c.

Queue Field API Name

The option to define the queue name. If the field is empty, Avaya Workspaces for CRM ignores it and does not save any data.

For example, you can type Queue__c.

Queue Id Field API Name

The option to define the queue ID value, which is configured in Avaya Experience Platform™ On-Prem. For example, QueueId__c.

Skill Name Field API Name

The skill name configured in Avaya Experience Platform™ On-Prem.

Skill Id Field API Name

The skill ID configured in Avaya Experience Platform™ On-Prem.

UUI Field API Name

The User to User Information (UUI) value received for an interaction. For example, UUI__c.

ASAI UUI Field API Name

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

UCID Field API Name

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

Call End Time Field API Name

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

Interaction History Size

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

Default Voice Activity Subject

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

Default Digital Activity Subject

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

Handle Click-To-Dial from Task (N/R/U/C)

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.

Log Data (1 and 2)

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.

High Velocity sales categories list field name

The name of the Custom Activity field that displays a list of High-Velocity Sales categories for a call.

Voice/Email/Chat/Messaging Header Labels

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.