Attributes Interactive intelligence

7/24/2019 Attributes Interactive intelligence

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Interactive Intelligence, Inc.

7601 Interactive WayIndianapolis, Indiana 46278

Telephone/Fax (317) 872-3000www.ININ.com

Interaction Attributes

Technical Reference

Interactive Intelligence Customer Interaction Center (CIC)

2015 R3

Last updated April 15, 2015

(See Change Log for summary of changes.)

Abstract

This guide is for handler authors and programmers who need to understand attributes used on theInteraction Center platform.
http://www.inin.com/http://www.inin.com/http://www.inin.com/


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Copyright and Trademark InformationInteractive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant,

Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction CenterPlatform, Interaction Monitor, Interaction Optimizer, and the Spirograph logo design are registered trademarks of Interactive

Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player,Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive

Intelli gence, Inc. The foregoing products are 1997-2015 Interactive Intell igence, Inc. All rights reserved.Interaction Dialerand Interaction Scripterare registered trademarks of Interactive Intelligence, Inc. The foregoing products are2000-2015 Interactive Intelligence, Inc. All rights reserved.Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are 2001-2015Interactive Intelligence, Inc. All rights reserved.Interaction Directoris a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Managerand Interaction Marqueeare trademarks of Interactive Intelligence, Inc. The foregoing products are 2002-2015 Interactive Intelligence, Inc. All rightsreserved.Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are 2004-2015 InteractiveIntelligence, Inc. All rights reserved.

Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are2005-2015 Interactive Intelligence, Inc. All rights reserved.Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark ofInteractive Intelligence, Inc. The foregoing products are 2006-2015 Interactive Intelligence, Inc. All rights reserved.Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are 2007-2015 InteractiveIntelligence, Inc. All rights reserved.Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registeredtrademarks of Interactive Intelligence, Inc. The foregoing products are 2009-2015 Interactive Intelligence, Inc. All rights

reserved.Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc.Interaction Web Porta, and IPA are trademarks ofInteractive Intelligence, Inc. The foregoing products are 2010-2015 Interactive Intelligence, Inc. All rights reserved.

Spotabilityis a trademark of Interactive Intelligence, Inc. 2011-2015. All rights reserved.Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer areregistered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service, and InteractiveIntelligence CaaS are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are 2012-2015Interactive Intelligence, Inc. All rights reserved.Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. BayBridge Decisionsand Interaction Sc ript Builderare trademarks of Interactive Intelligence, Inc. The foregoing products are 2013-2015 Interactive Intelligence, Inc. All rights reserved.Interaction Collectoris a registered trademark of Interactive Intelligence, Inc. Interaction Decisionsis a trademark of InteractiveIntelligence, Inc. The foregoing products are 2013-2015 Interactive Intelligence, Inc. All rights reserved.Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoingproducts are 2014-2015 Interactive Intelligence, Inc. All rights reserved.The veryPDF product is 2000-2015 veryPDF, Inc. All rights reserved.This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree toindemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution

License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer.The source code for the included software may be found athttp://wpflocalization.codeplex.com.A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd.("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected byMalaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particularpurpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases.Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respectivecompanies.

DISCLAIMER

INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATIONOR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE,CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USINGINTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.

Interactive Intelligence, Inc.7601 Interactive WayIndianapolis, Indiana 46278

Telephone/Fax (317) 872-3000

www.ININ.com
http://wpflocalization.codeplex.com/http://wpflocalization.codeplex.com/http://wpflocalization.codeplex.com/http://www.inin.com/http://www.inin.com/http://www.inin.com/http://wpflocalization.codeplex.com/


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Table of ContentsInteraction Attributes................................................................................................................................ 13

CallLog ................................................................................................................................................. 14

CallLogEx ............................................................................................................................................. 14

Eic_AccountCode ................................................................................................................................... 15Eic_AcdCategory ................................................................................................................................... 15

Eic_AcdSkillSet...................................................................................................................................... 15

Eic_AcdStateString ................................................................................................................................ 15

Eic_AcdWaitReason................................................................................................................................ 16

Eic_AdviceOfChargeEnd.......................................................................................................................... 16

Eic_AniDnisString .................................................................................................................................. 16

Eic_AnsweringDevice ............................................................................................................................. 17

Eic_AnswerTime .................................................................................................................................... 17

Eic_AssignedWorkgroup ......................................................................................................................... 17

Eic_AssociatedChatId ............................................................................................................................. 17

Eic_AssociatedClbId ............................................................................................................................... 17

Eic_AttDynamicAgentName ..................................................................................................................... 17Eic_AttDynamicExternalNumber .............................................................................................................. 18

Eic_AttDynamicWorkgroup Name ............................................................................................................ 18

Eic_AttDynamicWorkgroupPriority............................................................................................................ 18

Eic_AttDynamicWorkgroupSkills .............................................................................................................. 18

Eic_BearerTransferCapability .................................................................................................................. 18

Eic_BeenTransferred .............................................................................................................................. 18

Eic_ByPassCallForwarding....................................................................................................................... 19

Eic_Callback_Completion ........................................................................................................................ 19

Eic_CallbackCompletionDisplay................................................................................................................ 19

Eic_CallbackAssociatedCallId................................................................................................................... 19

Eic_CallbackCreatedId ............................................................................................................................ 19

Eic_CallbackOriginalCallId....................................................................................................................... 19Eic_CallbackPhone ................................................................................................................................. 19

Eic_CallClassification .............................................................................................................................. 20

Eic_CallDirection ................................................................................................................................... 20

Eic_CalledTn ......................................................................................................................................... 20

Eic_CallerTn .......................................................................................................................................... 20

Eic_CallFwdVMDestination ...................................................................................................................... 20

Eic_CallFwdVMDestinationQueues ............................................................................................................ 20

Eic_CallId ............................................................................................................................................. 21

Eic_CallIdKey ........................................................................................................................................ 21

Eic_CallingPNNumberDigits ..................................................................................................................... 22

Eic_CallingPNNumberingPlan ................................................................................................................... 22

Eic_CallingPNScreeningInd ..................................................................................................................... 22

Eic_CallingPNTypeOfNumber ................................................................................................................... 22

Eic_CallInitiationContext......................................................................................................................... 22

Eic_CallPurpose ..................................................................................................................................... 22

Eic_CallSimulation ................................................................................................................................. 23

Eic_CallState......................................................................................................................................... 23

Eic_CallStateString ................................................................................................................................ 23

Eic_CallType ......................................................................................................................................... 24

Eic_Capabilities ..................................................................................................................................... 24


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Eic_CoBrowserStartUrl ........................................................................................................................... 25

Eic_ConferenceChat ............................................................................................................................... 25

Eic_ConferenceId .................................................................................................................................. 25

Eic_ConferenceMembers ......................................................................................................................... 25

Eic_ConnectDurationTime ....................................................................................................................... 25

Eic_ConnectedAddress ........................................................................................................................... 26

Eic_ConnectedName .............................................................................................................................. 26

Eic_ConnectedNameIn ........................................................................................................................... 26

Eic_ConnectedNumberIe ........................................................................................................................ 26

Eic_ConnectedTn ................................................................................................................................... 26

Eic_ConnectEvtTime .............................................................................................................................. 26

Eic_ConnectionCallBaseCall..................................................................................................................... 26

Eic_ConnectTime ................................................................................................................................... 27

Eic_ConsultCallId................................................................................................................................... 27

Eic_ConsultCallSpeakTo.......................................................................................................................... 27

Eic_ConsultingCallid ............................................................................................................................... 27

Eic_ConsultTransferCallId ....................................................................................................................... 27

Eic_ContactAddress ............................................................................................................................... 27

Eic_ContinueRecordOnExternalTransfer .................................................................................................... 28

Eic_CSSurveyId..................................................................................................................................... 28

Eic_CSSurveyIntercomId ........................................................................................................................ 28

Eic_CSSurveyOrgCallIdKey ..................................................................................................................... 28

Eic_CSSurveyState ................................................................................................................................ 28

Eic_CurrentURL ..................................................................................................................................... 29

Eic_CustomInfo ..................................................................................................................................... 29

Eic_DeallocationTime ............................................................................................................................. 29

Eic_DestinationSubAddress ..................................................................................................................... 29

Eic_DisconnectRingNoAnswer .................................................................................................................. 29

Eic_DisplayAttributes ............................................................................................................................. 29

Eic_DisplayName ................................................................................................................................... 30

Eic_DisplayName ................................................................................................................................... 30

Eic_DispositionCode ............................................................................................................................... 30

Eic_DivertingNumber ............................................................................................................................. 31

Eic_DNDStatus ...................................................................................................................................... 31

Eic_DNISRoutedCall ............................................................................................................................... 31

Eic_DotNetAvailable ............................................................................................................................... 31

Eic_DueDate ......................................................................................................................................... 31

Eic_DueDateReminder............................................................................................................................ 31

Eic_EmailAttachments ............................................................................................................................ 31

Eic_EmailCapabilitiesUpdate.................................................................................................................... 32

Eic_EmailChildren .................................................................................................................................. 32

Eic_EmailConversationAttr ...................................................................................................................... 32

Eic_EmailConversationID ........................................................................................................................ 32

Eic_EmailExternalConversationID ............................................................................................................ 32

Eic_EmailImportance ............................................................................................................................. 32

Eic_EmailMailbox ................................................................................................................................... 32

Eic_EmailMailboxName ........................................................................................................................... 32

Eic_EmailMessage ................................................................................................................................. 33

Eic_EmailMessageMoniker ...................................................................................................................... 33

Eic_EmailOutlookMode ........................................................................................................................... 33

Eic_EmailParent .................................................................................................................................... 33


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Eic_EmailSubject ................................................................................................................................... 33

Eic_EmailType ....................................................................................................................................... 33

Eic_EMSTargetExtension ........................................................................................................................ 33

Eic_EMSTargetQueue ............................................................................................................................. 34

Eic_Encryption ...................................................................................................................................... 34

Eic_EncryptionAlgorithm ......................................................................................................................... 34

Eic_EncryptionCertificateIssuer ............................................................................................................... 35

Eic_EncryptionCertificateSubject ............................................................................................................. 35

Eic_ExternalWebId................................................................................................................................. 35

Eic_FacilityDisplay ................................................................................................................................. 35

Eic_FaxEnvelopeId ................................................................................................................................. 35

Eic_FaxUserExt ..................................................................................................................................... 35

Eic_ForExtension ................................................................................................................................... 35

Eic_ForQueue........................................................................................................................................ 36

Eic_Forwarded ...................................................................................................................................... 36

Eic_ForwardExtensions ........................................................................................................................... 36

Eic_ForwardVoicemail ............................................................................................................................ 36

Eic_HeldTimeout ................................................................................................................................... 36

Eic_Hold ............................................................................................................................................... 36

Eic_IgnoreDNDStatus............................................................................................................................. 36

Eic_ImmediateAccess............................................................................................................................. 37

Eic_InfoMsgContents.............................................................................................................................. 37

Eic_InitialConnectTime ........................................................................................................................... 37

Eic_InitiationTime .................................................................................................................................. 37

Eic_IntcPushAvailable ............................................................................................................................ 37

Eic_IntercomParty ................................................................................................................................. 37

Eic_IpaPriority....................................................................................................................................... 37

Eic_IpaProcessed................................................................................................................................... 38

Eic_IpInfo............................................................................................................................................. 38

Eic_IRAttrWatches ................................................................................................................................. 38

Eic_IRIntxState ..................................................................................................................................... 38

Eic_IRKeywordSpots .............................................................................................................................. 38

Eic_IRKeywordAgentScores .................................................................................................................... 38

Eic_IRKeywordChannels ......................................................................................................................... 38

Eic_IRKeywordConfidences ..................................................................................................................... 39

Eic_IRKeywordCustomerScores ............................................................................................................... 39

Eic_IRKeywordDurations ........................................................................................................................ 39

Eic_IRKeywordNames ............................................................................................................................ 39

Eic_IRKeywordSetNames ........................................................................................................................ 39

Eic_IRKeywordStartTimes ....................................................................................................................... 39

Eic_IRKeywordTags ............................................................................................................................... 39

Eic_IRKeywordUtterances ....................................................................................................................... 39

Eic_IRObservedStartBufTime .................................................................................................................. 39

Eic_IRProactivePoliciesChecked ............................................................................................................... 40

Eic_IRRecordingDate.............................................................................................................................. 40

Eic_IRRecordingFlags ............................................................................................................................. 40

Eic_IRRecordingId ................................................................................................................................. 40

Eic_IRRecordingInitiatedFor .................................................................................................................... 40

Eic_IRRecordingIntx .............................................................................................................................. 40

Eic_IRRecordingTags.............................................................................................................................. 40

Eic_IRScreenScreenIntxs ........................................................................................................................ 40


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Eic_IsdnCauseValue ............................................................................................................................... 41

Eic_IsdnRawCauseValue ......................................................................................................................... 43

Eic_ISDNUUIData .................................................................................................................................. 43

Eic_IVRAppName................................................................................................................................... 43

Eic_IVRCurrentNode .............................................................................................................................. 43

Eic_IVRPreviousNode ............................................................................................................................. 44

Eic_IwpMonitorOrg ................................................................................................................................ 44

Eic_IwpMonitorUser ............................................................................................................................... 44

Eic_KwsAgentChannelAnalyzed ............................................................................................................... 44

Eic_KwsAgentKeywords .......................................................................................................................... 44

Eic_KwsAgentLastKeyword ..................................................................................................................... 44

Eic_KwsAgentNegativeScore ................................................................................................................... 44

Eic_KwsAgentNumSpotted ...................................................................................................................... 45

Eic_KwsAgentPositiveScore ..................................................................................................................... 45

Eic_KwsAgentScore ............................................................................................................................... 45

Eic_KwsCustomerScore .......................................................................................................................... 45

Eic_KwsCustomerChannelAnalyzed .......................................................................................................... 45

Eic_KwsCustomerKeywords .................................................................................................................... 45

Eic_KwsCustomerLastKeyword ................................................................................................................ 46

Eic_KwsCustomerNegativeScore .............................................................................................................. 46

Eic_KwsCustomerNumSpotted................................................................................................................. 46

Eic_KwsCustomerPositiveScore ............................................................................................................... 46

Eic_Language........................................................................................................................................ 46

Eic_LastConnectedUser .......................................................................................................................... 46

Eic_LastInsertionQueues ........................................................................................................................ 47

Eic_LastQueueExtension ......................................................................................................................... 47

Eic_LastRemovalQueues ......................................................................................................................... 47

Eic_LineName ....................................................................................................................................... 47

Eic_LineQueueTimestamp ....................................................................................................................... 47

Eic_ListeningFrom ................................................................................................................................. 47

Eic_LocalAddress ................................................................................................................................... 48

Eic_LocalEndpointImmutable .................................................................................................................. 48

Eic_LocalId ........................................................................................................................................... 48

Eic_LocalName ...................................................................................................................................... 48

Eic_LocalPartyType ................................................................................................................................ 48

Eic_LocalSecurityLevelRequested............................................................................................................. 48

Eic_LocalTnRaw ..................................................................................................................................... 49

Eic_LocalUserId ..................................................................................................................................... 49

Eic_MCTActivationTime .......................................................................................................................... 49

Eic_MediaServerEngineTracingBias .......................................................................................................... 49

Eic_MediaServerLocation ........................................................................................................................ 49

Eic_MonitoredCall .................................................................................................................................. 50

Eic_MonitoredObjectId ........................................................................................................................... 50

Eic_MonitoringUserId ............................................................................................................................. 50

Eic_Monitors ......................................................................................................................................... 50

Eic_MonitorsCombinedCount ................................................................................................................... 50

Eic_MonitorsSupv .................................................................................................................................. 50

Eic_MonitorType .................................................................................................................................... 51

Eic_MultipartAccountCode....................................................................................................................... 51

Eic_Muted............................................................................................................................................. 51

Eic_NoEnteredStats ............................................................................................................................... 52


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Eic_NoStatistics..................................................................................................................................... 52

Eic_Note............................................................................................................................................... 52

Eic_ObjectType ..................................................................................................................................... 52

Eic_OnHoldAudioFile .............................................................................................................................. 52

Eic_OnHoldMsg ..................................................................................................................................... 52

Eic_OnPhone......................................................................................................................................... 53

Eic_OperatorEscape ............................................................................................................................... 53

Eic_OrbitName ...................................................................................................................................... 53

Eic_OrbitQueueTimestamp ...................................................................................................................... 53

Eic_OriginalCalledExtension .................................................................................................................... 53

Eic_OriginalCalledName .......................................................................................................................... 53

Eic_OriginalCalledNumber ....................................................................................................................... 54

Eic_OriginatingSubAddress ..................................................................................................................... 54

Eic_OTQueue ........................................................................................................................................ 54

Eic_OwnershipToken .............................................................................................................................. 54

Eic_OwnerWebSession ........................................................................................................................... 54

Eic_ParentConferenceId ......................................................................................................................... 54

Eic_ParkedExtension .............................................................................................................................. 54

Eic_ParkedTimeoutTarget ....................................................................................................................... 55

Eic_ParkTimeout.................................................................................................................................... 55

Eic_PASkills .......................................................................................................................................... 55

Eic_Paused ........................................................................................................................................... 55

Eic_PausedSupv .................................................................................................................................... 55

Eic_PresentationIndicator ....................................................................................................................... 55

Eic_Private ........................................................................................................................................... 56

Eic_ProactivelyRecorded ......................................................................................................................... 56

Eic_ProcessDefinitionId .......................................................................................................................... 56

Eic_ProcessInstanceDisplayName ............................................................................................................ 56

Eic_ProcessInstanceId ............................................................................................................................ 56

Eic_ProcessNumericId ............................................................................................................................ 56

Eic_ProtocolId ....................................................................................................................................... 57

Eic_ReasonForCall ................................................................................................................................. 57

Eic_ReasonForCallString ......................................................................................................................... 57

Eic_RecoInputModes .............................................................................................................................. 57

Eic_RecordedObjectId ............................................................................................................................ 57

Eic_Recorders ....................................................................................................................................... 58

Eic_RecordersCombinedCount ................................................................................................................. 58

Eic_RecordersSupv ................................................................................................................................ 58

Eic_RecordFileName............................................................................................................................... 58

Eic_RecordFilePath ................................................................................................................................ 58

Eic_RecordingCandidate ......................................................................................................................... 59

Eic_RecordingInterrupted ....................................................................................................................... 59

Eic_RecordingRequestedBy ..................................................................................................................... 59

Eic_RecordingsAutoResumeTime ............................................................................................................. 59

Eic_RecordingTargetingIR ....................................................................................................................... 59

Eic_RecordingUserId .............................................................................................................................. 59

Eic_RecordLengthMillisec ........................................................................................................................ 59

Eic_RecordSingleSide ............................................................................................................................. 60

Eic_RedirectingName ............................................................................................................................. 60

Eic_RedirectingTn .................................................................................................................................. 60

Eic_RedirectionTn .................................................................................................................................. 60


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Eic_RegionOriginatedFrom ...................................................................................................................... 60

Eic_RegionOverride................................................................................................................................ 60

Eic_RemoteAddress ............................................................................................................................... 61

Eic_RemoteAddressCopy ........................................................................................................................ 61

Eic_RemoteAddressPriority ..................................................................................................................... 61

Eic_RemoteEndpointImmutable ............................................................................................................... 61

Eic_RemoteID ....................................................................................................................................... 61

Eic_RemoteIdCopy ................................................................................................................................ 61

Eic_RemoteIdPriority ............................................................................................................................. 61

Eic_RemoteName .................................................................................................................................. 62

Eic_RemoteNameCopy ........................................................................................................................... 62

Eic_RemoteNamePriority ........................................................................................................................ 63

Eic_RemoteNameRaw ............................................................................................................................ 63

Eic_RemotePartyType ............................................................................................................................ 63

Eic_RemoteSecurityLevelRequested ......................................................................................................... 63

Eic_RemoteSiteId .................................................................................................................................. 64

Eic_RemoteTNNormalized ....................................................................................................................... 64

Eic_RemoteTnRaw ................................................................................................................................. 65

Eic_ReportGroup ................................................................................................................................... 66

Eic_RingNoAnswer ................................................................................................................................. 66

Eic_ScreenPopData ................................................................................................................................ 66

Eic_ScreenPopName .............................................................................................................................. 66

Eic_SecurityLevelActual .......................................................................................................................... 66

Eic_SecurityLevelViolation ...................................................................................................................... 66

Eic_SendToVoiceMail .............................................................................................................................. 67

Eic_SidebarChatId ................................................................................................................................. 67

Eic_Signature........................................................................................................................................ 67

Eic_SignatureCertificateIssuer ................................................................................................................. 67

Eic_SignatureCertificateSubject ............................................................................................................... 67

Eic_SipNumberLocal .............................................................................................................................. 67

Eic_SipNumberRemote ........................................................................................................................... 68

Eic_SIPStationCall ................................................................................................................................. 68

Eic_SitTypeDetected .............................................................................................................................. 68

Eic_SMS_Binary .................................................................................................................................... 68

Eic_SMS_ClassType ............................................................................................................................... 68

Eic_SMS_Codepage ............................................................................................................................... 69

Eic_SMS_DateBroker ............................................................................................................................. 69

Eic_SMS_DateDelivered ......................................................................................................................... 69

Eic_SMS_DateReceived .......................................................................................................................... 69

Eic_SMS_Delay ..................................................................................................................................... 69

Eic_SMS_Destinations ............................................................................................................................ 70

Eic_SMS_Event ..................................................................................................................................... 70

Eic_SMS_ExternalId ............................................................................................................................... 70

Eic_SMS_LocalAccount ........................................................................................................................... 70

Eic_SMS_LocalAlias................................................................................................................................ 70

Eic_SMS_MobileCountryCode .................................................................................................................. 70

Eic_SMS_MobileNetworkCode.................................................................................................................. 71

Eic_SMS_NotificationType ....................................................................................................................... 71

Eic_SMS_Priority ................................................................................................................................... 71

Eic_SMS_Reason ................................................................................................................................... 71

Eic_SMS_Reference ............................................................................................................................... 71


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Eic_SMS_Results ................................................................................................................................... 72

Eic_SMS_ReturnCodes ........................................................................................................................... 72

Eic_SMS_SelectSleep ............................................................................................................................. 72

Eic_SMS_SerialPortSelection ................................................................................................................... 72

Eic_SMS_Texts ...................................................................................................................................... 72

Eic_SMS_TicketIds................................................................................................................................. 72

Eic_SMS_Timeout .................................................................................................................................. 72

Eic_SMS_Tries ...................................................................................................................................... 73

Eic_SMS_Truncate ................................................................................................................................. 73

Eic_SMS_Validity ................................................................................................................................... 73

Eic_SpeechTUI ...................................................................................................................................... 73

Eic_State .............................................................................................................................................. 73

Eic_StateTimestamp .............................................................................................................................. 74

Eic_StationAnsweredAnotherCall ............................................................................................................. 74

Eic_StationAudio ................................................................................................................................... 74

Eic_StationEmergencyCustomerLocationDescription ................................................................................... 74

Eic_StationEmergencyCustomerName ...................................................................................................... 74

Eic_StationEmergencyOutboundANI ......................................................................................................... 75

Eic_StationLocationDescription ................................................................................................................ 75

Eic_StationName ................................................................................................................................... 75

Eic_StationOnlyEscape ........................................................................................................................... 75

Eic_StationQueueTimestamp ................................................................................................................... 75

Eic_StatsCustomCounter ........................................................................................................................ 75

Eic_StatsReportGroup ............................................................................................................................ 76

Eic_StatsSn .......................................................................................................................................... 76

Eic_StatsStidGroup ................................................................................................................................ 76

Eic_StatusForward ................................................................................................................................. 76

Eic_StreamType .................................................................................................................................... 76

Eic_Subject........................................................................................................................................... 77

Eic_SystemRouting ................................................................................................................................ 77

Eic_TAPICallID ...................................................................................................................................... 77

Eic_TargetMediaType ............................................................................................................................. 77

Eic_TddSessionActive ............................................................................................................................. 77

Eic_TerminationTime.............................................................................................................................. 77

Eic_TotalHeldTime ................................................................................................................................. 77

Eic_TrackerAppIncidentId ....................................................................................................................... 78

Eic_TrackerAppIndivId ........................................................................................................................... 78

Eic_TrackerDoNotTrack .......................................................................................................................... 78

Eic_TrackerRWPInfo ............................................................................................................................... 78

Eic_TrackerRWPPrivateInfo ..................................................................................................................... 78

Eic_TrackerSegVMDuration ..................................................................................................................... 78

Eic_TuiSessionId ................................................................................................................................... 78

Eic_UserName ....................................................................................................................................... 79

Eic_UserQueueTimestamp ...................................................................................................................... 79

Eic_UserRecord ..................................................................................................................................... 79

Eic_UserRecordAttributes ....................................................................................................................... 79

Eic_UserToUserData .............................................................................................................................. 79

Eic_UWSegmentId ................................................................................................................................. 79

Eic_UWSegmentQueues ......................................................................................................................... 80

Eic_VisitorConnectedMsg ........................................................................................................................ 80

Eic_VisitorDisconnectedMsg .................................................................................................................... 80


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Eic_VMPlayerReuseKey........................................................................................................................... 80

Eic_VoiceTUIUser .................................................................................................................................. 80

Eic_WiiIsTest ........................................................................................................................................ 80

Eic_WiiSegmentId ................................................................................................................................. 80

Eic_WorkgroupName .............................................................................................................................. 81

Eic_WorkgroupQueueTimestamp ............................................................................................................. 81

Eic_WorkItemCategory........................................................................................................................... 81

Eic_WorkItemDescription........................................................................................................................ 81

Eic_WorkItemError ................................................................................................................................ 81

Eic_WorkItemInitiationTime .................................................................................................................... 81

Eic_WorkItemIsTransferable ................................................................................................................... 81

Eic_WrapUpCode ................................................................................................................................... 82

Eic_WrapupCodeExpected....................................................................................................................... 82

Eic_WrapupCodeSet............................................................................................................................... 82

Eic_WrapupConnectionSegments ............................................................................................................. 82

Eic_WrapupWorkgroupUserSegments ....................................................................................................... 82

Eic_WSAnyChatUserTyping ..................................................................................................................... 84

Eic_WSEnableIdleTimeout ...................................................................................................................... 84

Eic_WSExternalObjectID......................................................................................................................... 84

Eic_WSIdleDisconnectMessge .................................................................................................................. 84

Eic_WSIdleWarningMessage.................................................................................................................... 84

Eic_WSLastExternalUserText ................................................................................................................... 84

Eic_WSLastExternalUserTextTime ............................................................................................................ 85

Eic_WSLastInternalUserText ................................................................................................................... 85

Eic_WSLastInternalUserTextTime ............................................................................................................ 85

Eic_WSLastSystemText .......................................................................................................................... 85

Eic_WSLastSystemTextTime ................................................................................................................... 85

Eic_WSLastTypedExternalUser ................................................................................................................ 85

Eic_WSLastTypedInternalUser ................................................................................................................. 85

Eic_WSLastTypedUserType ..................................................................................................................... 85

Eic_WSPartyIdleGraceTime ..................................................................................................................... 86

Eic_WSPartyIdleTime ............................................................................................................................. 86

Eic_WSExternalObjectID......................................................................................................................... 86

Eic_WSSystemName .............................................................................................................................. 86

I3Reserved_ReceiveTimeslot ................................................................................................................... 86

I3Reserved_TransmitTimeslot ................................................................................................................. 86

Icon_SubsystemCall .............................................................................................................................. 86

IntAtt_AcdConfiguration ......................................................................................................................... 87

IntAtt_AcdPriorityOverride ...................................................................................................................... 87

IntAtt_DefaultMenuTransferFlag .............................................................................................................. 87

IntAtt_Direct ......................................................................................................................................... 87

IntAtt_DirectOnceProfiles ....................................................................................................................... 87

IntAtt_DirectTimeout ............................................................................................................................. 87

IntAtt_ExitLevelFlag ............................................................................................................................... 87

IntAtt_InitialProfilePath .......................................................................................................................... 88

IntAtt_KeyPath...................................................................................................................................... 88

IntAtt_LastOutboundProfile ..................................................................................................................... 88

IntAtt_LineName ................................................................................................................................... 88

IntAtt_LocalName .................................................................................................................................. 88

IntAtt_LocalTn ...................................................................................................................................... 88

IntAtt_OptionIndex ................................................................................................................................ 88


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IntAtt_OutboundCallType ....................................................................................................................... 89

IntAtt_OutboundCampaignId .................................................................................................................. 89

IntAtt_OutboundWorkflowId ................................................................................................................... 89

IntAtt_QNodeFlag .................................................................................................................................. 89

IntAtt_QNodePath ................................................................................................................................. 89

IntAtt_RemoteName .............................................................................................................................. 89

IntAtt_RemoteTn ................................................................................................................................... 90

IntAtt_TransferFlag................................................................................................................................ 90

IntAtt_TransferKeyPath .......................................................................................................................... 90

IntAtt_VendorSupport ............................................................................................................................ 90

IntAtt_WorkgroupTransfer ...................................................................................................................... 90

Revisions .............................................................................................................................................. 91

Index..................................................................................................................................................... 101


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Interaction Attributes Technical Reference

This guide is for handler authors and programmers who need a reference to interaction attributes used by theInteraction Center platform. SeeRevisionsfor what's new in this release.

About Objects and Attributes

Interactionsare objects in CIC. Objectsare entities that the CIC can perform actions on. Telephone interactions,chat sessions, and emails are all objects processed by the Interaction Center. Objects are typically processed byhandlers or custom application programs.

Objects can have attributes. An object's attributeis a piece of information about an object that travels with it

throughout the Interaction Center. Developers can define generic objects that have custom attributes. Developerscan define custom attributes for any type of object. Telephone interactions, chat sessions, emails, and genericobjects are entities that have some type of attribute associated with them.

Attributes are created by a variety of entities, including the Interaction Center itself. For example, the TelephonyServices subsystem creates many default call object attributes when a call object is created. Handlers, CIC

applications, and programs developed using various system APIs can create and modify attributes.Attributes are name/value pairs. To retrieve the value of a call or chat object attribute, you specify an attributename. The value returned for an attribute is normally string data. However, chat and call attributes can contain 32-bit binary data in DWORD format. Email objects return data that is stored in Interaction Designer's list variableformat.

Attribute names are not case-sensitive. "Eic_StationName" and "eic_stationname" refer to the same attribute.

Although case is insensitive, the name of an attribute provides a clue to how the attribute is used.

Most attributes are prefixed with "Eic_" to indicate that they are reserved for normal operation of the system.Customers can create custom attributes, but should not prefix their names with "Eic_".

If the value of an attribute should not be modifed by customers, this is noted in the description of the attribute.Except where explicitly noted, values can be changed using handlers or custom applications.

Attributes whose name ends with "Raw" contain original, unprocessed values. These attributes are logged forreporting purposes.

Please note that the word "attribute" is a general computing term with multiple contexts. Databases haveattributes (columns) that have no relationship to the attributes of an interaction. Directory Services "attributes" arenot the same as the attributes described here. A Directory Services attribute is an item of information that is storedin Directory Services as a registry key. Inteaction attributes travel with each object as it is processed by theInteraction Center server.

Invalid characters in attribute names are converted to underscores. If a name contains spaces, periods, colons orcharacters with values in the range 0x01 - 0x1F, these characters are automatically mapped to an underscore byQueue Manager. This ensures that attribute names are compatible with VoiceXML and other semantic systems.

General types of attributes

CallObjects

Whenever a call is placed, or comes in to the Interaction Center, a new call object is created. Thatcall object can have actions performed on it. For example, it can be transferred or placed in a userqueue. Call objects have numerous attributes. For example, one attribute of a call object is the

telephone number of the person who placed the call.

ChatObjects

In CIC, chat sessions are online, real-time, typed conversations between an Interaction Client userand a remote chat participant browsing your web site. Chat sessions are similar to a telephoneconversation, except that the information is typed instead of spoken. Most chat object attributes aredisplayed in Interaction Client's chat window.

EmailObjects

Email objects have attributes, but do not use named constants to retrieve a value. And unlike thevalues returned by call and chat object attributes, email object attributes return information that isin Interaction Designer's list variable format. For more information, see "Email Objects" in theInteraction Designer Help.
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General types of attributes

GenericObjects

Interaction Designer also supports genericobjects. A generic object is typically a third-partyinteraction, such as a proprietary web chat, that is ACD routed by an Interaction Center server.When a request comes in, Interaction Designer's Create Generic Objecttool is used to specify thename of an ACD or agent queue. The tool step assigns a generic object IDto the object, which issimilar to a call object ID. The generic object ID is used by the CIC to reference the object when it isrouted from an ACD queue to the agent. The object itself is stored in Queue Manager. Several toolsin Interaction Designer manipulate generic objects. Tools are provided that create, disconnect, get,set, and transfer generic objects. See "Generic Objects" in the Interaction Designer Helpfor moreinformation.

RecordingObjects

Recorded interactions are known as recording objects. The term Recordingdescribes theasynchronous capture of the media content of an interaction (such as a chat or phone call) to a diskfile. Multiple recordings can take place on the same interaction. These recordings can be started,stopped and paused independently. These objects have attributes that provide information about therecording.

MonitorObjects

CIC provides supervisors with monitoring capabilities. Monitoring describes the action of listening toor watching an interaction without being an active participant in the interaction.

Multiple monitors can be placed on the same interaction. These monitors can be started and stoppedindependently. Hosted monitoring is also supported. This allows a collection of users to monitoranother call (or another conference). Users who are monitoring as part of a Hosted Monitor can hearall sides of the monitored call (or conference). However, the monitoring parties' audio cannot beheard by the monitored parties. If the monitored call is a simple two-party call, the monitoringparties can converse with each other.

All interactions in the CIC, including those that can be monitored or recorded, are treated as objectsthat may have attributes. Attributes travel with each object as it is processed by the system, such asplaced in queues and so on.

Recorder objects and Monitor objects are created when recording or monitoring operations begin.When these activities are initiated, new recorder or monitor objects are placed in the queue thatcontains the object that represents the interaction, such as a call object.

SMSObjects

Short Message Service (SMS) is a text messaging service component of mobile communicationsystems. SMS attributes are used by the SMS tools in Interaction Designer to manage SMSinteractions. All SMS attributes are reserved and should not be modified by customers.

CallLogInteraction Client creates this attribute for each call. It contains information and timestamps describing theactivities of a call. This information becomes the text sent along with voice mail messages describing what a callhas done so far in CIC.

CallLog contains a new-line separated list of actions that have occurred on the interaction. The format is DateTime:Description of event followed by newline. In Interaction Designer, the Log Message and Get Call Log tools can beuse to append or retrieve values in the Call Log attribute. Note also that this attribute is append-only. Themaximum size of this attribute is 128,000 characters. QueueManager will no longer append data to this attributeonce its size exceeds this threshold.


CallLogExTo support switchover, the CallLogEx attribute is updated with values that would normally be assigned to theCallLog attribute.

Since the CallLog attribute is treated as an append-only attribute, this caused an issue with the SwitchoverInteraction Resiliency feature, because the CallLog attribute was replicated from the primary server to the backupserver. Each update resulted in an append operation instead of a set operation, which caused the CallLog to beskewed for interactions that existed at the time of a switchover.
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The CallLogEx attribute resolves this. If an update includes the CallLogEx attribute, the value should be set as thevalue of the CallLog attribute.

Specifically, when interaction updates are replicated to the backup server to support the Swithcover Interaction

Resiliency feature, the CallLogEx attribute is updated instead of the CallLog attribute.


Eic_AccountCodeStores the account code associated with this call. The account code may be blank. This attribute can be safelymodified by custom handlers or user defined objects.


Eic_AcdCategoryA multi-value list of ACD categories separated by | characters. This attribute is set by handlers and is reserved for

internal use. It should not be changed by custom handlers or user defined objects.


Eic_AcdSkillSetA multi-value sorted list of ACD skills separated by | characters. The skills are those assigned to the interactionthrough configuration in Interaction Attendant or the "Acd Specify Interaction Skill" tool in Interaction Designer.This attribute should not be directly changed by custom handlers (using the Set Attribute tools) or by user definedobjects.


Eic_AcdStateStringThe StateString property, which is a string value that describes the current state of an ACD queue object(Connected, On Hold, etc). This is a copy of the localized ACD state string value written by handlers forpersistence between threads and state changes. Typical state strings for call objects are:

InitializingDialingProceedingConnectedOn Hold

DisconnectedManual DialingStation AudioAlerting

Voice MailAny User-defined string.Typical states for chat objects are:AlertingVoicemailConnectedDisconnectedInitializingProceedingACD - Connected (Agent XX)Any user-defined string.
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Eic_AcdWaitReasonThis attribute is used to display information about ACD waiting interactions. It indicates the reason why an

interaction is waiting to be connected to an agent. The possible reasons are:

No available agents No agents with necessary utilization No available agents for this media type No available agents in category* No available agents with skill* No available agents for skill and min/max proficiency* No available agents for skill and min/max desire*

When an interaction is processed by ACDServer but cannot be handled right away, the interaction is placed in anACD-Wait Agent state. Eic_AcdWaitReason indicates why the interaction is waiting. The value of this attribute maychange each time the interaction is considered by ACDServer. For example, when the call is first considered theremight not be available agents. The second time the call was considered; perhaps no agents had the appropriateskill, and so on. The value of this attribute is updated each time the interaction is considered but not routed to anagent.

For items marked with an asterisk, additional data is appended to list a skill or category. For example, a reasonmight be: "No available agent with skill Spanish".


Eic_AdviceOfChargeEndIn Interaction Administrator, a packaged server parameter named Advice of Charge is used by default handlers andby various modules on the CIC server. This parameter, when set to a value of 1, tells TsServer to parse for theISDN Advice of Charge information. By default, this

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