Custom parameter use cases

Last Updated : Nov 14, 2023 |

Use the Custom Parameter fields to define the following elements:

  • Attributes for digital or Avaya Experience Platform™ Public Cloud interactions.

  • UUI for Avaya Experience Platform™ On-Prem voice interactions.

The following are examples of custom parameter formats. In each of the following examples, UUI<number> can be a number from 1 to 5. The UUI data is defined in Avaya Experience Platform™ On-Prem.

Use case

Format description

Example

No screen pop

Enter a value that starts with a dot if you do not want a screen pop displayed. The information is displayed in Interaction Details only.

Use the format attr:.ActivityField=AttributeKey or uui:.ActivityField=UUI<number>.

  • attr:.Language=Language

  • uui:.CaseID=UUI2

Screen pop only

Use the format attr:Object.Field=AttributeKey or uui:Object.Field=UUI<number> to display a screen pop to the found Salesforce object.

  • attr:Contact.Department=Department

  • uui:Case.CaseNumber=UUI3

Search and screen pop

Use the format attr:label&Object.Field=AttributeKey or uui:label&Object.Field=UUI<number> to search the specified object and display a screen pop based on the search results. The string is also displayed in Interaction Details.

If there are no matching results, then the previous screen pop rules apply. These rules are configured for your call center in the Screen Pop Options section.

  • attr:Language&Contact.Language=Language

  • uui:Case&Case.CaseNumber=UUI3

Global search and screen pop

Enter an attribute or UUI value that contains *= to perform a global search of all Salesforce objects and display a screen pop to the found object.

  • attr:*=Location

  • uui:*=UUI1

Screen pop to object ID

Enter an attribute or UUI value that contains ID= to display a screen pop to the found object ID in Salesforce.

  • attr:ID=Location

  • uui:ID=UUI1

ANI replacement

Enter an attribute or UUI value that contains ANI= to replace the ANI (caller) phone number with a new value, such as a department name. This information is displayed in Interaction Details.

  • attr:ANI=Department

  • uui:ANI=UUI4

DNIS replacement

Enter an attribute or UUI value that contains DNIS= to replace the DNIS (called) phone number with a new value. This information is displayed in Interaction Details.

  • attr:DNIS=Department

  • uui:DNIS=UUI4