Call Duration in Seconds Field API Name

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 new_callduration.

Call Log Object API Field Name

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

For example, you can type new_callid.

Call Disposition Field API Name

The option to define the API name of the Disposition field that saves the disposition reason code 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 new_wrapupreason.

Call Log Subject Field API Name

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 new_name.

Call Type Custom API Field Name

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 new_calltype.

Comments Custom API Field Name

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 new_comments.

Related To API Field Name

The option to define the API Name of the Related to field that saves the Related contact associated with 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 new_relatedto.

Type Custom API Field Name

The option to define the API Name of the Type field that saves the 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 new_type.

Status Custom API Field Name

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 new_status.

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:

Show Comments? (Y/N)

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

The values are the following:

Log on Incomplete Interactions

The option to create logs for incomplete interactions.

The values are the following:

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 new_agentId.

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 new_caller.

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 new_callee.

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 new_from.

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 new_to.

UUI Field API Name

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

ASAI UUI Field API Name

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

UCID Field API Name

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

Call End Time Field API Name

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

Skill ID API Field Name

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

Skill Name API Field Name

The skill name configured in Avaya Experience Platform™ On-Prem. For example, new_skillname.

Transcript Field API Name

The option to define the Activity Custom Field API Name that saves the call transcript.

For example, you can type new_transcript.

Consult Field API Name

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

For example, you can type new_consult.

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 new_callstarttime.

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.

Custom Interaction Log Field 1-3

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 add a field to save specific customer preferences during sales interactions. The field name must equal the Dynamics 365 column created in the interaction logs table. For example, "new_mycustomdepartment".

CIF 1.0 supports only text-type fields, while CIF 2.0 supports both text-type fields and drop-down lists.

Custom Transaction Log Field 1-3

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 add a field to save specific customer preferences during sales interactions. The field name must equal the Dynamics 365 column created in the interaction logs table. For example, "new_mycustomdepartment".

CIF 1.0 supports only text-type fields, while CIF 2.0 supports both text-type fields and drop-down lists.

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.

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:

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.

Queue Name

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

For example, you can type new_queue.

Log Data (1-2)

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

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.

Interaction Log Enabled (Y/A/E/N)

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

The values are the following:

Interaction Log Table Name

The name of the table that contains the interaction logs.

Interaction Log Table Name follows the format new_mytablename, where mytablename is the custom name that the user specifies during the creation of the table.