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 AgentId__c.

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 Called__c.

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 Caller__c.

Consult Field API Name

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

For example, you can type Consult__c.

Custom Digital Activity Field 1-3

The option to define a custom field for digital interactions Avaya Workspaces for CRM displays on interaction cards in the Activity Details section. You can type an API associated with the required custom field in Salesforce. For example, you can type Product_c.

Avaya Workspaces for CRM uses the API to create the custom field in the Salesforce logs. If the API does not exist, Avaya Workspaces for CRM does not save logs for this field.

Custom Voice Activity Field 1-3

The option to define a custom field for voice interactions that Avaya Workspaces for CRM displays on interaction cards in the Activity Details section. You can type an API associated with the required custom field in Salesforce. For example, you can type Product__c.

Avaya Workspaces for CRM uses the API to create the custom field in the Salesforce logs. If the API does not exist, Avaya Workspaces for CRM does not save logs for this field.

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:

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 From__c.

Handle Click-To-Dial from Task (N/R/U/C)

The option to use information from the Task page to create a call log when an agent initiates a click-to-dial call.

The values are the following:

High Velocity sales categories list field name

The name of the Custom Activity field that displays a list of High-Velocity Sales categories for a call.

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.

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 Language__c=Language to assign the language the customer selects during an interaction to an attribute.

Make Activity Related Data Sticky (Y/X/N)

The option to determine the value selected in the Name and Related To fields.

The values are the following:

Prioritize Related to (Y/N)

The option to determine whether the interaction logs must contain the Salesforce object from the Name field or Related To field in case the Name field contains the Lead object.

The values are the following:

Queue Field API Name

The option to define the queue name. If the field is empty, Avaya Workspaces for CRM ignores it and does not save any data.

For example, you can type Queue__c.

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:

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.

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:

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:

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:

Show Related To? (Y/N)

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:

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 Call_Start__c.

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 To__c.

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

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

The values are the following: