Activity Options field descriptions

Last Updated : Sep 19, 2024 |

To customize your contact center properties, update the required parts of the code that ServiceNow displays in the Configuration field.

For example, the following part of the code enables Avaya Workspaces for CRM to create call logs:

"callLogEnabled": "Y",

To prevent Avaya Workspaces for CRM from creating logs, you must update this part of the code as follows:

"callLogEnabled": "N",

The following table describes the parts of the code that ServiceNow displays in the Configuration field, under the "ActivityOptions": { section:

Part of the code

Description and values

"agentIdFieldApiName": "",

The option to define the Activity Custom field API name that saves the agent ID.

For example, you can type "agentIdFieldApiName": "u_agentid"

"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 "callDispositionCustomField": "u_disposition",

"callDurationInSecondsCustomField": "",

The option to define the API name of the Type field that saves the type of an interaction (inbound, outbound, or internal). If the field is empty, Avaya Workspaces for CRM ignores the field and does not save any data.

For example, you can type "callDurationInSecondsCustomField": "u_duration",

"callLogCalled": "",

The option to define the Activity Custom field API name that saves the called number (DNIS).

For example, you can type "callLogCalled": "u_called",

"callLogCaller": "",

The option to define the Activity Custom field API name that saves the caller ID (ANI).

For example, you can type "callLogCaller": "u_caller",

"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",

"callLogFrom": "",

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

For example, you can type "callLogFrom": "u_from",

"callLogQueue": "",

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 "callLogQueue": "u_calllogoptions_calllogqueue",

"callLogShow": "",

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 agents 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 agents 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.

For example, you can type "callLogShow": "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",

"callLogShowName": "",

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 on interaction cards in the Activity Details section.

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

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

"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",

"callLogTo": "",

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

For example, you can type "callLogTo": "u_to",

"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 "callTypeCustomField": "u_call_type",

"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 "commentsCustomField": "u_comments",

"consultFieldApiName": "",

The option to define the Activity Custom field API name that saves the consult type.

For example, you can type "consultFieldApiName": "u_consult",

"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.

"defaultVoiceInteractionLogSubject": "",

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

For example, you can type the following: "defaultVoiceInteractionLogSubject": "Interaction Log Subject example",

"interactionHistorySize": "5",

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

For example, you can type "interactionHistorySize": "10",

"logData1": "",

"logData2": "",

The option to enable Log Data API Name to save values from attributes and engagement parameters. You can add multiple 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, type "logData1": "u_language=Language" to assign the language that the customer selects during an interaction to an attribute.

"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 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, type the following for different cases:

  • "voiceHeaderLabels": "param:LabelToDisplay=customerType", to display the value for the customerType key received from engagement parameters on the header of an incoming voice interaction card.

  • "voiceHeaderLabels": "attr:LabelToDisplay=Language" to display the value for the Language key received from attributes on the header of an incoming voice interaction card.

  • "voiceHeaderLabels": "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.

"logDefer": ""

The option to enable Avaya Workspaces for CRM to save logs for deferred emails.

The values are the following:

  • Y: Avaya Workspaces for CRM saves logs for deferred emails.

  • N: Avaya Workspaces for CRM does not save logs for deferred emails.

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

"logOnIncompleteInteractions": "",

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.

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

"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 "startTimeFieldApiName": "u_call_start",

"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 "statusCustomField": "u_status",

"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 "subjectCustomField": "u_subject",

"transcriptionFieldApiName": "",

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 "transcriptionFieldApiName": "u_transcript",

"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 "typeCustomField": "u_type",

defaultDigitalActivitySubject": "",

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

For example, you can type "defaultDigitalActivitySubject": "Interaction Log Subject example",
Related information
Configuring your contact center