Introduction
The Notification Service allows you to notify call and service chat events of the TVox Contact Center to a third-party solution (e.g., CRM) in order to integrate the two platforms according to your needs.
Events available for each channel are:
- Call
- Inbound
- Outbound
- Contact Center
- Answer Service
- Transferred
- Power Dialer
- Chat
- Contact Center
Configuration
The Notification Service is configured from a specific section of the Omnichannel Contact Center (OCC) configuration interface.
Web Service
Call events are notified through HTTP or HTTPS requests to a Web Service (Server-to-Server communication).
The following Web Service parameters must be configured:
- Name of the event group configured for the current web service
- URI complete with protocol, host and any query parameters
- Type of HTTP request:
GET, the configured variables are notified through params on query stringPOST, the configured variables are notified within the body of the request withContent-Type: application / x-www-form-urlencodedSALESFORCE, requests to Salesforce are authenticated via the OAuth 2.0 JWT Bearer flow.
The configured variables are notified within the body of the request withContent-Type: application / x-www-form-urlencoded, as for the POST type.
- Connection timeout, maximum time (in seconds) within which the request will attempt a connection to the configured URI
- Response timeout, maximum time (in seconds) that the request will wait for a response from the configured URI
Authentication
The request to the Web Service, for GET and POST type, can be authenticated with Basic Authentication by specifying username and password for GET and POST type requests.
SALESFORCE type requests are authenticated via the OAuth 2.0 JWT Bearer flow.
Events
For each Web Service URI it is possible to configure one or more events to be notified.
Once you have chosen the type beetween Inbound, Outbound, Contact Center, Answer Service, Transferred or Power Dialer, you need to choose the specific event to be notified. For the Contact Center and Answer Service events it is also possible to indicate a specific Service for which to filter the events.
Finally, for each event it is possible to choose which data of the event must be notified, mapping them to variables whose name can be chosen.
Inbound
Inbound type includes all direct (non-service) calls, both between operators and between operator and external contact.
Events
- New call: New direct call event
- Answered call: Direct call event answered
- Abandoned call: Direct call event abandoned
Variables
| Variable | Description | Values |
|---|---|---|
| dateISO | Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dateYMDms | Date time of the event (yyyyMMddHHmmss) |
|
| eventtype | Type of call whose event is notified | INBOUNDCALL |
| event | Type of event being notified | NEW, ANSWER, HANGUP, |
| clid | Caller Line Identification, number of the contact who made the call | |
| clidname | Name of the contact who made the call | |
| clidsurname | Surname of the contact who made the call | |
| clidcompany | Company of the contact who made the call | |
| cliduid | Unique identifier of the contact who made the call | |
| dnis | Direct Number Information System, number of the contact who received the call | |
| dnisname | Name of the contact who received the call | |
| dnissurname | Surname of the contact who received the call | |
| dniscompany | Company of the contact who received the call | |
| dnisuid | Unique identifier of the contact who received the call | |
| duration | Duration | |
| id | Call identifier | |
| userclid | User id of the TVox user who made the call | |
| userdnis | User id of the TVox user who received the call | |
| dialresult | Result of the call | CHANUNAVAIL: channel unavailable, CONGESTION: channel congestion, NOANSWER: no answer call, BUSY: called number is busy, ANSWER: answered call, CANCEL_without_CALL: caller cancel call, INVALIDARGS: on call invalid argument, REJECTED: rejected call |
| calldata | Call data | |
| transferringusername | User id of the TVox user who Transferred the call |
Outbound
Outbound type includes all outbound calls between operator and external contact, it does not include calls between operators.
Events
- New call: New outbound call event from operator
- Answered call: Outbound call event from operator answered
- Abandoned call: Outbound call event from operator abandoned
Power Dialer - IVR/BPM
Phone campaigns via Power Dialer that engage an IVR/BPM, produce only 2 types of event in contacting the numbers in the list:
- "New call" when the call to the number is generated
- "Abandoned call" when the call to the number is hangupped before answer or answered
Variables
| Variable | Description | Values |
|---|---|---|
| dateISO | Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dateYMDms | Date time of the event (yyyyMMddHHmmss) |
|
| eventtype | Type of call whose event is notified | OUTBOUNDCALL |
| event | Type of event being notified | NEW, ANSWER_USER, HANGUP |
| callduration | Call duration | |
| clid | Caller Line Identification, number of the contact who made the call | |
| clidname | Name of the contact who made the call | |
| clidsurname | Surname of the contact who made the call | |
| clidcompany | Company of the contact who made the call | |
| cliduid | Unique identifier of the contact who made the call | |
| dnis | Direct Number Information System, number of the contact who received the call | |
| dnisname | Name of the contact who received the call | |
| dnissurname | Surname of the contact who received the call | |
| dniscompany | Company of the contact who received the call | |
| dnisuid | Unique identifier of the contact who received the call | |
| duration | Duration | |
| id | Call identifier | |
| userclid | User id of the TVox user who made the call | |
| userdnis | User id of the TVox user who received the call | |
| dialresult | Result of the call | CHANUNAVAIL: channel unavailable, CONGESTION: channel congestion, BUSY: called number is busy, ANSWER: answered call, CANCEL_without_CALL: caller cancel call, INVALIDARGS: on call invalid argument |
| calldata | Call data | |
| transferringusername | User id of the TVox user who Transferred the call | |
| dnissourceuid | Contact source identifier of the called number | |
| clidsourceuid | Contact source identifier of the caller number | |
| serviceDataInizioISO8601 | Start datetime of the outbound service call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| serviceDataConnessioneISO8601 | Connection datetime of the outbound service call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| serviceDataDisconnessioneISO8601 | End datetime of the outbound service call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| serviceCode | Service code (call tagging) of the outbound service call | |
| popupinfo | Popup additional information collected by IVR/BPM engaged by Power Dialer campaigns (separated by the special character "|"). This variable is populated with the values of the data field of the contacts loaded into the campaign. |
Contact Center
Contact Center type includes all inbound service calls/chats from Contact Center, therefore between operator and external contact.
Call
Events
- New call: New inbound call event to operator on Contact Center Service
- Ringing call (on TVox user): Ringing inbound call event to operator on Contact Center Service
- Answered service call (by TVox user): Inbound call event answered by operator on Contact Center Service
- Abandoned call (before TVox user answer): Inbound call event abandoned before operator answer on Contact Center Service
- Queued service call: Inbound call event queued on Contact Center Service
- Abandoned service call (after TVox user answer): Inbound call event abandoned after operator answer on Contact Center Service
- Lost service call (on TVox user): Inbound call event lost (ringing to operator and not answered) on Contact Center Service
Power Dialer
Phone campaigns via Power Dialer that engage a Contact Center service, generate inbound service calls and therefore produce the same events.
Variables
| Variable | Description | Values |
|---|---|---|
| dateISO | Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dateYMDms | Date time of the event (yyyyMMddHHmmss) |
|
| eventtype | Type of call whose event is notified | SERVICECALL |
| event | Type of event being notified | NEW, RING_USER, ANSWER_USER, HANGUP, QUEUE, HANGUP_AFTER_USER_ANSWER, LOST_CALL_ON_USER |
| idlastcall | Call identifier | |
| step | Call step | |
| idchiamata | Call time identifier | |
| sitoDistribuzione | Call distribution site | |
| pin | User id of the TVox user who managed the call | |
| prioritaAgente | Priority of the TVox user | |
| interno | Exten of the TVox user | |
| tipochiamata | Call direction type | I: Inbound |
| canale | SIP channel identifier | |
| skillset | Skillset code | |
| cli | Caller Line Identification, number of the contact who made the cal | |
| dnis | Direct Number Information System, number of the contact who received the call | |
| datainizio | Start date of the call (yyyy-MM-dd) |
|
| orainizio | Start time of the call ( HH.mmss) |
|
| datadistribuzione | Distribution date of the call (yyyy-MM-dd) |
|
| oradistribuzione | Distribution time of the call ( HH.mmss) |
|
| statoCc | Call type code | MAX_CALL_OVER, CALLBACK , NO_SELECTION , MAX_QUEUED_CALL_OVER |
| statochiamata | Call status code | H: Hanging up the caller, T: terminated by the system, TT: ended with transfer (see column "Transferred to"), RC: agent response and ended by the caller, RA: response from agent and ended by agent, RTB: answer and ended by transferring without consultation (Blind), RTC: answer and ended by transferring with consultation (Attended), E: reportion error for the call |
| trasferita | Number or service code the call has been Transferred to | |
| datarispostaag1 | Answered date of the call by TVox user (yyyy-MM-dd) |
|
| orarispostaag1 | Answered time of the call by TVox user ( HH.mmss) |
|
| attesaag1 | Ringing time (seconds) on TVox user | |
| datadisconnessione | End date of the call (yyyy-MM-dd) |
|
| oradisconnessione | End time of the call in (HH.mmss) |
|
| servizio | Service code | |
| grpservizio | Crossed service code list involved by the call (separated by the special character "|") | |
| popuptype | Popup type | EXE, WEB |
| popupinfo | Popup additional information collected by IVR/BPM or third party applications (separated by the special character "|") | |
| popupresult | Popup result | |
| uniqueid | Call identifier (without distribution site) | |
| priorita | ||
| contesto | Call time context | AT: Active, FO: Out of Calendar, OS: Out of Service, C_1, C_2 C_3 C_4 C_5: Custom contexts |
| sipcallid | SIP call identifier | |
| cliente | Customer code | |
| campagna | Outbound campaign code | |
| lista | Outbound campaign list code | |
| idSpoolRecord | Contact id used by outbound campaign interface table | |
| itemNumberSpoolRecord | Contact number id used by outbound campaign interface table | |
| contactPriority | ||
| mcId | Multichannel channel id | 0: Phone, 1001: Video, 1002: Support, 1003: LiveHelp Chat, 1004: Widget Chat, 1, 2, 3: for optional custom |
| mcSession | Multichannel session id | |
| mcDescription | Multichannel description | |
| mcText | Multichannel additional data | |
| interviewService | Survey service code | |
| smartrec | ||
| calldata | Call additional data | |
| dataCoda | Start queuing date of the call (yyyy-MM-dd) |
|
| oraCoda | Start queuing time of the call ( HH.mmss) |
|
| wnrAg1 | ||
| callresultResult | Exit code id | |
| callresultResultName | Exit code name | |
| callresultResultLevel2 | Second level exit code id | |
| callresultResultNameLevel2 | Second level exit code name | |
| callresultNote1 | Optional exit code note | |
| callresultNote2 | Optional exit code note | |
| timeHold | ||
| calltagNote1 | Optional tagging note | |
| calltagNote2 | Optional tagging note | |
| channelDestination | Transfer destination | INTERNAL, EXTERNAL, REMOTE |
| callTransferFromService | ||
| sentiment | Customer sentiment code | |
| contactId | Contact identifier | |
| contactUsername | Contact user id (if internal) | |
| contactValue | Contact value | |
| contactType | Contact type | USER, SERVICE, SHORT_NUMBER, EXTERNAL_ITEM, EXTERNAL_ORGANIZATION, PERSONAL_ITEM, UNKNOWN, ANONYMOUS |
| contactLookupType | Contact lookup result | SUCCESS, MULTIPLE, NONE, ERROR |
| contactOrganizationId | Contact organization identifier | |
| censusResult | Contact census result | |
| guardPbxcallSurvey | ||
| accessList | ||
| abandonedCallId | Abandoned call id | |
| callbackCallId | Callback call id | |
| generico1 | Generic custom data | |
| generico2 | Generic custom data | |
| generico3 | Generic custom data | |
| generico4 | Generic custom data | |
| generico5 | Generic custom data | |
| updateTime | Last update timestamp (yyyy-MM-dd HH:mm:ss) |
|
| accodamento | ||
| ivrLabel | IVR/BPM node label | |
| callerInfo_faxNumber | Caller fax number | |
| callerInfo_email | Caller email | |
| callerInfo_city | Caller city | |
| callerInfo_street | Caller street | |
| callerInfo_country | Caller country | |
| callerInfo_state | Caller state | |
| callerInfo_zip | Caller zip | |
| callerInfo_name | Caller name | |
| callerInfo_surname | Caller surname | |
| callerInfo_officePhone | Caller office phone | |
| callerInfo_mobilePhone | Caller mobile phone | |
| callerInfo_homePhone | Caller home phone | |
| callerInfo_otherPhone | Caller other phone | |
| callerInfo_company | Caller company | |
| callerInfo_uid | Caller contact unique identifier | |
| callerInfo_sourceUid | Caller contact source identifier | |
| callerInfo_customData | Caller contact custom data | |
| callerInfo_photo | Caller contact photo | |
| callerInfo_uri | Caller URI | |
| callerInfo_username | Caller contact user id | |
| callerInfo_contactTypeValue | Customer contact type | |
| callerInfo_lookupResult | Customer contact lookup type | |
| callerInfo_priority | ||
| updateTimeISO8601 | Last update timestamp in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datainizioISO8601 | Start datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dataCodaISO8601 | Start queuing datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datadistribuzioneISO8601 | Distribution datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datarispostaag1ISO8601 | Answered datetime of the call by TVox user in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datadisconnessioneISO8601 | End datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| campaignId | Power Dialer campaign id (for calls generated by Power Dialer) | |
| campaignDescription | Power Dialer campaign description (for calls generated by Power Dialer) |
Chat
Events
- New chat: New inbound chat event to operator on Contact Center Service
- Ringing chat (on TVox user): Ringing inbound chat event to operator on Contact Center Service
- Answered service chat (by TVox user): Inbound chat event answered by operator on Contact Center Service
- Abandoned chat (before TVox user answer): Inbound chat event abandoned before operator answer on Contact Center Service
- Queued service chat: Inbound chat event queued on Contact Center Service
- Abandoned service chat (after TVox user answer): Inbound chat event abandoned after operator answer on Contact Center Service
- Lost service chat (on TVox user): Inbound chat event lost (ringing to operator and not answered) on Contact Center Service
Variables
| Variable | Description | Values |
|---|---|---|
| dateISO | Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dateYMDms | Date time of the event (yyyyMMddHHmmss) |
|
| eventtype | Type of call whose event is notified | SERVICECALL |
| event | Type of event being notified | NEW, RING_USER, ANSWER_USER, HANGUP, QUEUE, HANGUP_AFTER_USER_ANSWER, LOST_CALL_ON_USER |
| idlastcall | Call identifier | |
| step | Call step | |
| idchiamata | Call time identifier | |
| sitoDistribuzione | Call distribution site | |
| pin | User id of the TVox user who managed the call | |
| prioritaAgente | Priority of the TVox user | |
| interno | Exten of the TVox user | |
| tipochiamata | Call direction type | I: Inbound |
| canale | SIP channel identifier | |
| skillset | Skillset code | |
| cli | Caller Line Identification, number of the contact who made the cal | |
| dnis | Direct Number Information System, number of the contact who received the call | |
| datainizio | Start date of the call (yyyy-MM-dd) |
|
| orainizio | Start time of the call ( HH.mmss) |
|
| datadistribuzione | Distribution date of the call (yyyy-MM-dd) |
|
| oradistribuzione | Distribution time of the call ( HH.mmss) |
|
| statoCc | Call type code | MAX_CALL_OVER, CALLBACK , NO_SELECTION , MAX_QUEUED_CALL_OVER |
| statochiamata | Call status code | H: Hanging up the caller, T: terminated by the system, TT: ended with transfer (see column "Transferred to"), RC: agent response and ended by the caller, RA: response from agent and ended by agent, RTB: answer and ended by transferring without consultation (Blind), RTC: answer and ended by transferring with consultation (Attended), E: reportion error for the call |
| trasferita | Number or service code the call has been Transferred to | |
| datarispostaag1 | Answered date of the call by TVox user (yyyy-MM-dd) |
|
| orarispostaag1 | Answered time of the call by TVox user ( HH.mmss) |
|
| attesaag1 | Ringing time (seconds) on TVox user | |
| datadisconnessione | End date of the call (yyyy-MM-dd) |
|
| oradisconnessione | End time of the call in (HH.mmss) |
|
| servizio | Service code | |
| grpservizio | Crossed service code list involved by the call (separated by the special character "|") | |
| popuptype | Popup type | EXE, WEB |
| popupinfo | Popup additional information collected by IVR/BPM or third party applications (separated by the special character "|") | |
| popupresult | Popup result | |
| uniqueid | Call identifier (without distribution site) | |
| priorita | ||
| contesto | Call time context | AT: Active, FO: Out of Calendar, OS: Out of Service, C_1, C_2 C_3 C_4 C_5: Custom contexts |
| sipcallid | SIP call identifier | |
| cliente | Customer code | |
| campagna | Outbound campaign code | |
| lista | Outbound campaign list code | |
| idSpoolRecord | Contact id used by outbound campaign interface table | |
| itemNumberSpoolRecord | Contact number id used by outbound campaign interface table | |
| contactPriority | ||
| mcId | Multichannel channel id | 0: Phone, 1001: Video, 1002: Support, 1003: LiveHelp Chat, 1004: Widget Chat, 1, 2, 3: for optional custom |
| mcSession | Multichannel session id | |
| mcDescription | Multichannel description | |
| mcText | Multichannel additional data | |
| interviewService | Survey service code | |
| smartrec | ||
| calldata | Call additional data | |
| dataCoda | Start queuing date of the call (yyyy-MM-dd) |
|
| oraCoda | Start queuing time of the call ( HH.mmss) |
|
| wnrAg1 | ||
| callresultResult | Exit code id | |
| callresultResultName | Exit code name | |
| callresultResultLevel2 | Second level exit code id | |
| callresultResultNameLevel2 | Second level exit code name | |
| callresultNote1 | Optional exit code note | |
| callresultNote2 | Optional exit code note | |
| timeHold | ||
| calltagNote1 | Optional tagging note | |
| calltagNote2 | Optional tagging note | |
| channelDestination | Transfer destination | INTERNAL, EXTERNAL, REMOTE |
| callTransferFromService | ||
| sentiment | Customer sentiment code | |
| contactId | Contact identifier | |
| contactUsername | Contact user id (if internal) | |
| contactValue | Contact value | |
| contactType | Contact type | USER, SERVICE, SHORT_NUMBER, EXTERNAL_ITEM, EXTERNAL_ORGANIZATION, PERSONAL_ITEM, UNKNOWN, ANONYMOUS |
| contactLookupType | Contact lookup result | SUCCESS, MULTIPLE, NONE, ERROR |
| contactOrganizationId | Contact organization identifier | |
| censusResult | Contact census result | |
| guardPbxcallSurvey | ||
| accessList | ||
| abandonedCallId | Abandoned call id | |
| callbackCallId | Callback call id | |
| generico1 | Generic custom data | |
| generico2 | Generic custom data | |
| generico3 | Generic custom data | |
| generico4 | Generic custom data | |
| generico5 | Generic custom data | |
| updateTime | Last update timestamp (yyyy-MM-dd HH:mm:ss) |
|
| accodamento | ||
| ivrLabel | IVR/BPM node label | |
| callerInfo_faxNumber | Caller fax number | |
| callerInfo_email | Caller email | |
| callerInfo_city | Caller city | |
| callerInfo_street | Caller street | |
| callerInfo_country | Caller country | |
| callerInfo_state | Caller state | |
| callerInfo_zip | Caller zip | |
| callerInfo_name | Caller name | |
| callerInfo_surname | Caller surname | |
| callerInfo_officePhone | Caller office phone | |
| callerInfo_mobilePhone | Caller mobile phone | |
| callerInfo_homePhone | Caller home phone | |
| callerInfo_otherPhone | Caller other phone | |
| callerInfo_company | Caller company | |
| callerInfo_uid | Caller contact unique identifier | |
| callerInfo_sourceUid | Caller contact source identifier | |
| callerInfo_customData | Caller contact custom data | |
| callerInfo_photo | Caller contact photo | |
| callerInfo_uri | Caller URI | |
| callerInfo_username | Caller contact user id | |
| callerInfo_contactTypeValue | Customer contact type | |
| callerInfo_lookupResult | Customer contact lookup type | |
| callerInfo_priority | ||
| updateTimeISO8601 | Last update timestamp in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datainizioISO8601 | Start datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dataCodaISO8601 | Start queuing datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datadistribuzioneISO8601 | Distribution datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datarispostaag1ISO8601 | Answered datetime of the call by TVox user in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datadisconnessioneISO8601 | End datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
Answer Service
Answer Service type includes all inbound service calls from Answer Service, therefore between operator and external contact.
Events
- New call: New inbound call event to operator on Answer Service
- Ringing call (on TVox user): Ringing inbound call event to operator on Answer Service
- Answered service call (by TVox user): Inbound call event answered by operator on Answer Service
- Abandoned call (before TVox user answer): Inbound call event abandoned before operator answer on Answer Service
- Queued service call: Inbound call event queued on Answer Service
- Abandoned service call (after TVox user answer): Inbound call event abandoned after operator answer on Answer Service
- Lost service call (on TVox user): Inbound call event lost (ringing to operator and not answered) on Answer Service
Variables
| Variable | Description | Values |
|---|---|---|
| dateISO | Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dateYMDms | Date time of the event (yyyyMMddHHmmss) |
|
| eventtype | Type of call whose event is notified | SERVICECALL |
| event | Type of event being notified | NEW, RING_USER, ANSWER_USER, HANGUP, QUEUE, HANGUP_AFTER_USER_ANSWER, LOST_CALL_ON_USER |
| idlastcall | Call identifier | |
| step | Call step | |
| idchiamata | Call time identifier | |
| sitoDistribuzione | Call distribution site | |
| pin | User id of the TVox user who managed the call | |
| prioritaAgente | Priority of the TVox user | |
| interno | Exten of the TVox user | |
| tipochiamata | Call direction type | I: Inbound |
| canale | SIP channel identifier | |
| skillset | Skillset code | |
| cli | Caller Line Identification, number of the contact who made the cal | |
| dnis | Direct Number Information System, number of the contact who received the call | |
| datainizio | Start date of the call (yyyy-MM-dd) |
|
| orainizio | Start time of the call ( HH.mmss) |
|
| datadistribuzione | Distribution date of the call (yyyy-MM-dd) |
|
| oradistribuzione | Distribution time of the call ( HH.mmss) |
|
| statoCc | Call type code | MAX_CALL_OVER, CALLBACK , NO_SELECTION , MAX_QUEUED_CALL_OVER |
| statochiamata | Call status code | H: Hanging up the caller, T: terminated by the system, TT: ended with transfer (see column "Transferred to"), RC: agent response and ended by the caller, RA: response from agent and ended by agent, RTB: answer and ended by transferring without consultation (Blind), RTC: answer and ended by transferring with consultation (Attended), E: reportion error for the call |
| trasferita | Number or service code the call has been Transferred to | |
| datarispostaag1 | Answered date of the call by TVox user (yyyy-MM-dd) |
|
| orarispostaag1 | Answered time of the call by TVox user ( HH.mmss) |
|
| attesaag1 | Ringing time (seconds) on TVox user | |
| datadisconnessione | End date of the call (yyyy-MM-dd) |
|
| oradisconnessione | End time of the call in (HH.mmss) |
|
| servizio | Service code | |
| grpservizio | Crossed service code list involved by the call (separated by the special character "|") | |
| popuptype | Popup type | EXE, WEB |
| popupinfo | Popup additional information collected by IVR/BPM or third party applications (separated by the special character "|") | |
| popupresult | Popup result | |
| uniqueid | Call identifier (without distribution site) | |
| priorita | ||
| contesto | Call time context | AT: Active, FO: Out of Calendar, OS: Out of Service, C_1, C_2 C_3 C_4 C_5: Custom contexts |
| sipcallid | SIP call identifier | |
| cliente | Customer code | |
| campagna | Outbound campaign code | |
| lista | Outbound campaign list code | |
| idSpoolRecord | Contact id used by outbound campaign interface table | |
| itemNumberSpoolRecord | Contact number id used by outbound campaign interface table | |
| contactPriority | ||
| mcId | Multichannel channel id | 0: Phone, 1001: Video, 1002: Support, 1003: LiveHelp Chat, 1004: Widget Chat, 1, 2, 3: for optional custom |
| mcSession | Multichannel session id | |
| mcDescription | Multichannel description | |
| mcText | Multichannel additional data | |
| interviewService | Survey service code | |
| smartrec | ||
| calldata | Call additional data | |
| dataCoda | Start queuing date of the call (yyyy-MM-dd) |
|
| oraCoda | Start queuing time of the call ( HH.mmss) |
|
| wnrAg1 | ||
| callresultResult | Exit code id | |
| callresultResultName | Exit code name | |
| callresultResultLevel2 | Second level exit code id | |
| callresultResultNameLevel2 | Second level exit code name | |
| callresultNote1 | Optional exit code note | |
| callresultNote2 | Optional exit code note | |
| timeHold | ||
| calltagNote1 | Optional tagging note | |
| calltagNote2 | Optional tagging note | |
| channelDestination | Transfer destination | INTERNAL, EXTERNAL, REMOTE |
| callTransferFromService | ||
| sentiment | Customer sentiment code | |
| contactId | Contact identifier | |
| contactUsername | Contact user id (if internal) | |
| contactValue | Contact value | |
| contactType | Contact type | USER, SERVICE, SHORT_NUMBER, EXTERNAL_ITEM, EXTERNAL_ORGANIZATION, PERSONAL_ITEM, UNKNOWN, ANONYMOUS |
| contactLookupType | Contact lookup result | SUCCESS, MULTIPLE, NONE, ERROR |
| contactOrganizationId | Contact organization identifier | |
| censusResult | Contact census result | |
| guardPbxcallSurvey | ||
| accessList | ||
| abandonedCallId | Abandoned call id | |
| callbackCallId | Callback call id | |
| generico1 | Generic custom data | |
| generico2 | Generic custom data | |
| generico3 | Generic custom data | |
| generico4 | Generic custom data | |
| generico5 | Generic custom data | |
| updateTime | Last update timestamp (yyyy-MM-dd HH:mm:ss) |
|
| accodamento | ||
| ivrLabel | IVR/BPM node label | |
| callerInfo_faxNumber | Caller fax number | |
| callerInfo_email | Caller email | |
| callerInfo_city | Caller city | |
| callerInfo_street | Caller street | |
| callerInfo_country | Caller country | |
| callerInfo_state | Caller state | |
| callerInfo_zip | Caller zip | |
| callerInfo_name | Caller name | |
| callerInfo_surname | Caller surname | |
| callerInfo_officePhone | Caller office phone | |
| callerInfo_mobilePhone | Caller mobile phone | |
| callerInfo_homePhone | Caller home phone | |
| callerInfo_otherPhone | Caller other phone | |
| callerInfo_company | Caller company | |
| callerInfo_uid | Caller contact unique identifier | |
| callerInfo_sourceUid | Caller contact source identifier | |
| callerInfo_customData | Caller contact custom data | |
| callerInfo_photo | Caller contact photo | |
| callerInfo_uri | Caller URI | |
| callerInfo_username | Caller contact user id | |
| callerInfo_contactTypeValue | Customer contact type | |
| callerInfo_lookupResult | Customer contact lookup type | |
| callerInfo_priority | ||
| updateTimeISO8601 | Last update timestamp in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datainizioISO8601 | Start datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dataCodaISO8601 | Start queuing datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datadistribuzioneISO8601 | Distribution datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datarispostaag1ISO8601 | Answered datetime of the call by TVox user in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| datadisconnessioneISO8601 | End datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
Transferred
Transferred type includes all call transfer events (blind and with consultation) both between operators and between operator and external contact.
Events
- Transferred call: Call transfer event triggered when an operator transfers a call to another operator, to a service or to an external contact
Variables
| Variable | Description | Values |
|---|---|---|
| dateISO | Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
|
| dateYMDms | Date time of the event (yyyyMMddHHmmss) |
|
| eventtype | Type of call whose event is notified | CALLTRANSFER |
| event | Type of event being notified | TRANSFER |
| clid | Caller Line Identification, number of the contact who made the call | |
| clidname | Name of the contact who made the call | |
| clidsurname | Surname of the contact who made the call | |
| clidcompany | Company of the contact who made the call | |
| cliduid | Unique identifier of the contact who made the call | |
| dnis | Direct Number Information System, number of the contact who received the call | |
| dnisname | Name of the contact who received the call | |
| dnissurname | Surname of the contact who received the call | |
| dniscompany | Company of the contact who received the call | |
| dnisuid | Unique identifier of the contact who received the call | |
| id | Call identifier | |
| userclid | User id of the TVox user who made the call | |
| userdnis | User id of the TVox user who received the call | |
| dialresult | Result of the call | |
| calldata | Call data | |
| transferringusername | User id of the TVox user who Transferred the call | |
| transferToServiceCode | Code of the service recipient of the transfer | |
| transferFromServiceCode | Code of the service of origin of the transfer |
Power Dialer
The Power Dialer type includes all events of call attempts made by Power Dialer to contacts listed in active campaigns.
Events
- New call: New call event from TVox Power Dialer to contact phone number
- Abandoned call: Event from the contact called by the TVox Power Dialer whether there is an answer or not
- List contacts terminated: End of list event triggered when the TVox Power Dialer has finished contacting all contacts in a list
- Campaign contacts terminated: End of campaign event triggered when the TVox Power Dialer has finished contacting all contacts in a campaign
Variables
| Variable | Description | Values | Events |
|---|---|---|---|
| campaignCalls | Calls made in campaign | Campaign contacts terminated | |
| campaignConnected | Contacts in connected in campaign | Campaign contacts terminated | |
| campaignDescription | Campaign description | Campaign contacts terminated | |
| campaignid | Campaign id | ALL |
|
| campaignCalled | Contacts called in campaign | Campaign contacts terminated | |
| data | Contact data possibly used to generate the screen popup on the operator | New call, Abandoned call | |
| endDate | Date time of termination | List contacts terminated, Campaign contacts terminated | |
| endDateISO | Date time of termination in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ) |
List contacts terminated, Campaign contacts terminated | |
| endDateYMDms | Date time of termination (yyyyMMddHHmmss) |
List contacts terminated, Campaign contacts terminated | |
| id | Contact id | New call, Abandoned call | |
| itemnumber | Contact item number | New call, Abandoned call | |
| listCalls | Calls made in list | List contacts terminated | |
| listDescription | List description | List contacts terminated | |
| listCalled | Contacts called in list | List contacts terminated | |
| listConnected | Contacts in connected in list | List contacts terminated | |
| listid | List id | New call, Abandoned call, List contacts terminated | |
| phonenumber | Contact phone number | New call, Abandoned call | |
| retry | Number of contact attempts | New call, Abandoned call |
Changelog
1.4.1
Available from: 26.2.3, 26.3.0
- Features / Enhancements
- Removed the following unused variables:
- Contact Center Service call:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2 - Answer Service' service calls:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2 - Contact Center Service chat:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2,mcId,mcSession,mcDescription,mcText
- Contact Center Service call:
- Removed the following unused variables:
1.4.0
Available from: 26.2.0
- Features / Enhancements
- Added event management for Call recording:
- Recording
- Added event management for Call recording:
1.3.2
Available from: 24.9.18
- Features / Enhancements
- Removed the following unused variables:
- Contact Center Service call:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2 - Answer Service' service calls:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2 - Contact Center Service chat:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2,mcId,mcSession,mcDescription,mcText
- Contact Center Service call:
- Removed the following unused variables:
1.3.1
Available from: 24.6.7, 24.7.0
- Features / Enhancements
- Added the following variables:
- Inbound:
duration - Outbound:
duration,callduration
- Inbound:
- Added the following variables:
1.3.0
Available from: 24.5.0
- Features / Enhancements
- General documentation improvements
- Added new events to Power Dialer:
- List contacts terminated
- Campaign contacts terminated
1.2.2
Available from: 24.3.42
- Features / Enhancements
- Removed the following unused variables:
- Contact Center Service call:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2 - Answer Service' service calls:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2 - Contact Center Service chat:
callresultResult,callresultResultName,callresultResultLevel2,callresultResultNameLevel2,callresultNote1,callresultNote2,mcId,mcSession,mcDescription,mcText
- Contact Center Service call:
- Removed the following unused variables:
1.2.1
Available from: 24.3.19
- Features / Enhancements
- Added the following variables:
- Inbound:
duration - Outbound:
duration,callduration
- Inbound:
- Added the following variables:
1.2.0
Available from: 24.0.0
- Features / Enhancements
- Added the following variables:
- Contact Center:
campaignId,campaignDescription - Transferred:
transferToServiceCode,transferFromServiceCode
- Contact Center:
- Added event management for Power Dialer
- Added notification management for Chat channel (both Web Chat and WhatsApp)
- Added the following variables:
1.1.2
Available from: 24.0.0, 22.0.20
- Features / Enhancements
- Added the following variable:
- Outbound:
popupinfo
- Outbound:
- Added the following variable:
1.1.1
Available from: 24.0.0, 22.0.18
- Features / Enhancements
- Added the ability to make requests to Salesforce endpoints authenticated via the OAuth 2.0 JWT Bearer flow
1.1.0
Available from: 24.0.0, 22.0.13
- Features / Enhancements
- Added event management for Answer Service' service calls as well as for Contact Center' service call
1.0.3
Available from: 21.0.32
- Features / Enhancements
- Added the following variable:
- Outbound:
popupinfo
- Outbound:
- Added the following variable:
1.0.2
Available from: 24.0.0, 22.0.8, 21.0.29
- Features / Enhancements
- Removed the following deprecated variables:
- Inbound:
duration,callduration - Outbound:
duration,callduration - Contact Center Service call:
durataag1,durataattesa,duratacomplessiva,durataWnrAg1,durataCoda,durataHold,dataWnrAg1,oraWnrAg1 - Transfered:
duration,callduration
- Inbound:
- Added the following variables:
- Outbound:
dnissourceuid,clidsourceuid,serviceDataInizioISO8601,serviceDataConnessioneISO8601,serviceDataDisconnessioneISO8601,serviceCode - Contact Center Service call:
updateTimeISO8601,datainizioISO8601,dataCodaISO8601,datadistribuzioneISO8601,datarispostaag1ISO8601,datadisconnessioneISO8601
- Outbound:
- Removed the following deprecated variables:
1.0.1
Available from: 24.0.0, 22.0.7, 21.0.28
- Features / Enhancements
- Changed the format of the following dates variables (
EEE+MMM+dd+HH:mm:ss+CEST+yyyytoyyyy-MM-dd):- Contact Center Service call:
datainizio,datadistribuzione,datarispostaag1,datadisconnessione,dataCoda
- Contact Center Service call:
- Deprecated the following variables (will be removed in future versions):
- Inbound:
duration,callduration - Outbound:
duration,callduration - Contact Center Service call:
durataag1,durataattesa,duratacomplessiva,durataWnrAg1,durataCoda,durataHold,dataWnrAg1,oraWnrAg1 - Transfered:
duration,callduration
- Inbound:
- Changed the format of the following dates variables (
1.0.0
Available from: 24.0.0, 22.0.0, 21.0.0
- First release
- Inbound calls
- Outbound calls
- Contact Center Service calls
- Transfered calls