You can display the customer inputs in the Interaction Details section.

attr:.ActivityField=AttibuteKey and param:.ActivityField=EngagementParameterKey are the required formats. For example, in the Custom Parameter 1 field, type attr:.Language=Language or param:.Language=Language to assign the language the customer selects during an interaction to an attribute or an engagement parameter.

As a result, if the customer selects English as the language during the call, the language is displayed as English in the Interaction Details section.

You can display the customer inputs in the Interaction Details section and a screen pop to the matching CRM object.

attr:label&Object.Field=AttributeKey and param:label&Object.Field=EngagementParameterKey are the required formats. For example, in the Custom Parameter 1 field, type attr:Language&Contact.Language=Language or param:Language&Contact.Language=Language to assign language as the label, contact as the object, and language as the attribute key or the engagement parameter key.

If the customer selects English as the language during the call, the language is displayed as English on the Interaction Details section, and a screen pop is displayed with the matching CRM object.

You can configure the CRM actions for the cases without matching data and multiple matching values.

You can display a screen pop to the matching CRM object.

attr:Object.Field=AttributeKey and param:Object.Field=EngagementParameterKey are the required formats. For example, in the Custom Parameter 1 field, type attr:Contact.Language=Language or param:Contact.Language=Language to assign contact as the object, language as the field, and language as the attribute key or the engagement parameter key.

If the customer selects English as the language during the call, a screen pop is displayed with the CRM object, where the language input equals English.

You can configure the CRM actions for the cases without matching data and multiple matching values.

You can save customer inputs on CRM.

The required format is different for all three CRMs:

• Salesforce: attr:CRMCustomActivityField = AttributeKey or param:CRMCustomActivityField = EngagementParameterKey

  For example, in the Log Data 1 field, type attr:Language__c=Language or param:Language__c=Language to assign the language the customer selects during an interaction to an attribute or engagement parameter and save the value on the CRM.

• Dynamics 365: attr:CRMCustomActivityField = AttributeKey or param:CRMCustomActivityField = EngagementParameterKey

  For example, in the Log Data 1 field, type attr:new_language=Language or param:new_language=Language to assign the language the customer selects during an interaction to an attribute or engagement parameter and save the value on the CRM.

• ServiceNow: attr:CRMCustomActivityField = AttributeKey or param:CRMCustomActivityField = EngagementParameterKey

  For example, type "logData1": "attr:u_language=Language" or "logData1": "param:u_language=Language" to assign the language the customer selects during an interaction to an attribute or engagement parameter and save the value on the CRM.

If the customer selects English as the language during the call, English is saved as the language the customer prefers on the CRM.

You can initiate a global search on the CRM directory for customer inputs and display a pop-up screen on the search screen with matching results.

attr:* = AttributeKey and param:* = EngagementParameterKey are the required formats. For example, in the Custom Parameter 1 field, type attr:* = Language or param:* = Language to initiate a global search.

If the customer selects English as the language during the call, a global search on the CRM records is initiated, and the agent is taken to the search results screen on the CRM based on the softphone layout configuration.

This use case is specific to Salesforce.

You can display a screen pop based on the object ID on the CRM.

attr:ID = AttributeKey and param:ID = EngagementParameterKey are the required formats. For example, in the Custom Parameter 1 field, type attr:ID = ID or param:ID = ID to display a screen pop based on the object ID.

If the values the customer provides match an object on the CRM, a screen pop is displayed with this object.

This use case is specific to Salesforce.

You can replace the caller and the called phone numbers received from the customer with new values and display the new values in the Interaction Details section.

The required format is attr:ANI=AttributeKey or param:ANI=EngagementParameterKey for the caller and attr:DNIS=AttributeKey or param:DNIS=EngagementParameterKey for the called values. For example, in the Custom Parameter 1 field, type attr:DNIS=AttributeKey or param:DNIS=EngagementParameterKey to replace the caller identity with the department values assigned to the caller on the CRM.

If the caller's department is indicated as marketing on the CRM, the caller value is displayed as marketing under the Interaction Details. If multiple ANI and DNIS replacement commands are defined as attributes, the last ANI or DNIS replacement command is performed.

You can search through multiple values registered on the customer's contact page on the CRM and display a screen pop to the matching object.

attr:Object.Field=AttributeKey and param:Object.Field=EngagementParameterKey are the required formats. For example, in the Custom Parameter 1 field, type attr:Contact.HomePhone=ANI or param:Contact.HomePhone=ANI to match the caller's phone number with the home phone value registered for the contact on the CRM.

If the caller's phone number matches the home phone value on the CRM, a screen pop displays the caller's contact page. You can use this command to search various fields of the caller's contact page, such as Home Phone, Business Phone, Mobile Phone, or Email. Avaya Workspaces for CRM displays a screen pop to the contact page if the ANI matches any of these values.

This is the default function for Salesforce, and you must configure it on Dynamics 365 and ServiceNow.

You can 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 to display different information using the following fields under the Activity Options section of the CRM configuration page:

• Voice Header Labels

• Email Header Labels

• Chat Header Labels

• Messaging Header Labels

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.