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Administering Avaya Workspaces for CRM for Avaya Experience Platform™ Public Cloud
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Creating a table for your contact center logs for ongoing interactions
Last Updated : Jan 22, 2025 |
Prolog information
Metadata
Keywords:
Ensure that your Dynamics 365 administrator creates a table with the following rows to store the interaction logs that Avaya Workspaces for CRM creates for your contact center at the beginning of a call. The row names must equal the below values. None of the rows are mandatory, and only the data related to the configured ones are saved.
Your Dynamics 365 administrator must create the custom flow that reads the data from the table and cleans it after data is no longer needed. Avaya saves the record ID in Dynamics sandbox local storage. The record ID points to the table interaction record created at the answer event. With this record ID, data can be collected for the custom flow.
Inbound interactions
The following inbound data is collected when the call is answered:
|
Dynamics Table Column API Name
|
Description
|
|---|---|
|
new_ContactId
|
The Dynamics Contact ID or a list of IDs separated by commas. This covers no-match, single-match, and multiple-match scenarios. The Dynamics 365 administrator must parse and use the data in the custom Dynamics flow.
|
|
new_InteractionId
|
The call ID.
|
|
new_AgentId
|
The agent ID.
|
|
new_AgentExtension
|
The agent's station number.
|
|
new_VdnName
|
The Avaya Experience Platform™ On-Prem VDN Name.
|
|
new_VdnNumber
|
The Avaya Experience Platform™ On-Prem VDN Number.
|
|
new_SkillName
|
The Avaya Experience Platform™ On-Prem Skill Name.
|
|
new_SkillNumber
|
The Avaya Experience Platform™ On-Prem Skill Number.
|
|
new_StartDate
|
The date when the call started.
|
|
new_StartTime
|
The time when the call started.
|
|
new_Uui
|
The UUI value configured in Avaya Experience Platform™ On-Prem as a hex format.
|
|
new_CallDirection
|
The call direction. It can be inbound or outbound.
|
|
new_Caller
|
The caller information.
|
|
new_Called
|
The called information.
|
|
new_AcceptTime
|
The time when the call was accepted.
|
|
new_AgentLoginId
|
Avaya Agent Login ID.
|
|
new_DynamicsAgentId
|
Dynamics 365 Agent ID.
|
Outbound interactions
The following outbound data is collected when the call initiated:
|
Dynamics Table Column API Name
|
Description
|
|---|---|
|
new_InteractionId
|
The call ID.
|
|
new_AgentId
|
The agent ID.
|
|
new_AgentExtension
|
The agent's station number.
|
|
new_StartTime
|
The time when the call started.
|
|
new_CallDirection
|
The call direction. It can be inbound or outbound.
|
|
new_Caller
|
The caller information.
|
|
new_Called
|
The called information.
|
|
new_AgentLoginId
|
Avaya Agent Login ID.
|
|
new_DynamicsAgentId
|
Dynamics 365 Agent ID.
|
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