CallData object

Only valid in MusicOnHoldInQueue script for incoming calls. Indicates whether a current call is already in the process of being delivered to an agent.

The agent's first name.

The agent's Global User ID. This is the ID the agent receives during a logged on session.

The agent's ID.

The agent's last name.

The current arrival time bias. Arrival time bias is used to offset TQOS by adding bias to the arrival time.

A priority in the range from 0 through 99 can be assigned to a call from a script. A call with priority 99 has the highest priority in its queue. A call with priority 0 has the lowest priority in its queue. The default is 49. This property can be assigned to calls through the Call Maturity/Priority and Assign CCaaS Designer blocks.

Call priority takes precedence over call maturity within a particular queue.

The values are:

• 0 — Incoming
• 1 — Outgoing
• 2 — Internal
• 3 — Agent to agent
• 4 — Callback request - initial ACD callback call (exists on MCS servers only when the callback reschedule count == 0)
• 5 — Callback reschedule - continuous ACD callback call (exists on MCS servers only when the callback reschedule count > 0)
• 6 — Callback response - outgoing VoIP callback call (exists on VCS servers only when dialed out as the result of a callback call)
• 7 — Predictive
• 8 — Predictive preview
• 9 — IVR dialing

The caller's message to display to the agent.

The caller's name to display to the agent.

The caller's URL to display to the agent.

The calling agent's user name.

How many times the call was rejected.

The name of the queue for this call.

For outbound dialing campaigns only. Can be used to display the name of the outbound dialing campaign to the agent.

The direct extension that was called.

True if the call is to a direct extension. False if it is not.

The agent's ID. Allows calls to be directly routed to an agent via a script.

The IVR disconnect reason code logged to the Call Data Records. If this is non-zero when the IVR completes, the Call Matcher does not queue the call.

Estimated time until agent pickup while call is in queue. Value is equal to the average wait for the queue minus the time waited so far. If the value is negative, zero is reported.

The value is in seconds.

The measurement interval for the waiting time is estimated for at least 5 minutes and at least 10 calls, as follows:

If there are more than 10 calls during the last 5 min., the waiting time is calculated based on all the calls.

If there are less than 10 calls during the last 5 min., the waiting time is calculated based on 10 calls in a time interval greater than the last 5 min.

Tests if the supplied skill is attached to the call.

Whether the ANI should be hidden from an agent in response to the network presentation indicator. See Determining the Calldata.HideAniFromAgent value.

True if call is callback type. False if it is not.

The media type for the current call. Possible values are:

• 0 — Chat call
• 1 — Phone call
• 2 — Email call
• 3 — VOIP call
• 4 — Callback call
• 5 — Voicemail call

Parameter is the name of a previously set optional parameter. This is used to access any optional parameters that are set using the Optional Parameters block.

How many times Pickup Timeout occurred for one call.

The ID of the agent refusing to accept the call.

The logon name of the agent refusing to accept the call.

The skills to display to the agent.

The current number of skills attached to call.

The CCaaS tenant ID for the current call.

Phone-context parameter from incoming call P-Asserted-Identity (PAISIP) header.

The information extracted supplements the phone URI (tel URI) in the SIP header. The tel URI may have purely local significance. The context can provide information about the remote end point of a call so that the tel URI can be properly interpreted.

For example, if the tel URI is 640-1234, the context can be 001-631 where the country code of the United States is followed by a Long Island area code.

Values from incoming call SIP Privacy header.

This data indicates whether the caller identifying information is to be revealed to the called party. The list is a string extracted from the INVITE message. For example, if the Privacy header is present in the INVITE message and contains "user" or "id," then the caller's identity is expected to be hidden from the called party.

The treatment of this information depends on your system administrator's settings for privacy in your network. See SIP privacy parameters in the CCaaS Tenant Administrator Help.

Value from incoming call PAISIP header in SIP format.

Value from incoming call PAITEL header. It is the PAI in phone URI format.

Value from incoming call P-Access-Network-Info (PANI) header. The PANI supplements the PAITEL or PAISIP with sending service provider location information. It is typically used for billing between service providers and between service providers and their subscribers.

Value from incoming call PANI header. One of the components of the PANI header.

Value from incoming call PANI header. One of the components of the PANI header.

Values can be 0 or 1.
See the table below for an explanation of the effects.

Values can be 0 or 1.
See the table below for an explanation of the effects.

Recording is not active for this call. Think of this scenario as if there is no recording installed at all on the agent application machines.

Record the entire call.

Do not record this call. The agent can start recording and stop recording at any time during the call.

Do not record this call, but show the status of the recording button. The status of the recording button should indicate that this call is not being recorded.

Record the entire call and the agent can play around with the recording button, but it does not do anything. That is, the agent thinks that he or she can turn recording off, but in fact, the entire call is recorded no matter what the agent does with the recording button.

Do not record this call. The agent can start recording at any time during the call. The status of the recording button should show whether the call is currently being recorded or if recording is stopped.

The entire call is recorded. The agent cannot play around with the recording button. The recording button shows that this call is currently being recorded.

false

false

false