Optional Parameters

Optional parameter values are available for the life of the call. These values are also available to the agent for use in third party integrations. Two examples of possible optional parameters are Account_ID and IncidentNumber.

For example, you can set an optional parameter in IVR named PathToWavFiles and use it in every Play Audio block as follows: $CallData.Option("PathToWavFiles")$Greeting.wav to use a set of previously created scripts without needing to edit every PlayAudio block, or to set the language of the .wav files.

Note

By default, optional parameters are not stored in the historical database because they would consume a very large amount of storage. If you want to store optional parameters in the historical database, estimate the additional storage requirements and request Enghouse Technical Support's assistance.

Properties

Values

Description

Parameter Name

String

Name of the parameter.

Optional parameter names are case sensitive.

Parameter Value

String (Boolean number)

Value of the parameter.

Real-Time Speech Analytics

To enable the output of recording files for post call analysis using the batch-mode integration with Real-Time Speech Analytics (VoiceCoach), include an optional parameter called EVCConfiguration for each call that you want processed. This parameter contains the name of the configuration to use.

The actual value does not matter to CCaaS, its existence means the DTR will process the recording and output the relevant files for Real-Time Speech Analytics. The value of this parameter is included in the resulting .dat files.

CCaaS UI CustomRing parameter

Note

  • CCaaS UI was previously called TouchPoint.
  • If an agent selects auto-answer then CCaaS does not play the ring tone. This setting is only for CCaaS UI, not IP phones or alternative devices.

A unique optional parameter is available for CCaaS UI: CustomRing.

Use this optional parameter to send a customized ring file location (URL) when a call is delivered to CCaaS UI. This ring file can be used to announce any desired message to an agent before the call is picked up.

CCaaS UI looks for a CustomRing optional parameter. This parameter should contain the URL for the desired ring file.

If this parameter is present, CCaaS UI ignores ring preferences and uses the ring file specified in the CustomRing optional parameter.