Add 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.

Add 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.

Add 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_subject.

Add 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.

Add 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.

Add 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.

Add 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.

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.

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.

Default Digital Activity Subject

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

Default Voice Activity Subject

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

Enable Activity on Incomplete Interactions (Y/N)

The option to enable Avaya Workspaces for CRM 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.

From Field API Name

The option to define the Activity Custom field API Name that saves Digital Interaction Sender (DNIS).

For example, you can type new_from.

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.

Log Data (1-2)

The option to enable the Log Data API Name to save values from attributes and engagement parameters. You can add multiple log data fields separated by a semicolon. The required format for an attribute is: CRMCustomActivityField=AttributeKey. The required format for an engagement parameter is: CRMCustomActivityField=EngagementParameterKey. For example, in the Log Data 1 field, type new_language=Language to assign the language that the customer selects during an interaction to an attribute.

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 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

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.

Queue Field API Name

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

For example, you can type new_queue.

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

The option to enable Avaya Workspaces for CRM to display the Activity Details section to agents.

The values are the following:

• Y: Agents can view the Activity Details section on interaction cards. When an agent receives an interaction card, Avaya Workspaces for CRM displays the Activity Details section in the collapsed mode. The agent can click the Activity Details section to expand it.

• S (Show fields initially): Agents can view the Activity Details section on interaction cards. When an agent receives an interaction card, Avaya Workspaces for CRM displays the Activity Details section in the expanded mode. The agent can click the Activity Details section to collapse it.

• A (Always open): Agents can view the Activity Details section on interaction cards. When an agent receives an interaction card, Avaya Workspaces for CRM displays the Activity Details section in the expanded mode. The agent cannot collapse the Activity Details section.

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

Show Comments? (Y/N)

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.

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

Show Name (Y/N)

The option to enable Avaya Workspaces for CRM 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

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.

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_Call_Start.

To Field API Name

The option to define the Activity Custom field API Name that saves the Digital Interaction Recipient.

For example, you can type new_to.

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

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.

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