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Business Properties

Business Properties are set by media servers, so it is safe to change these properties only if they are not used by any media server in your solution.

Business Properties are stored in two ways. The two properties listed in the following table are stored as independent fields, so you can use them on the Condition and Order tabs of Views in Business Processes.

This table lists the following about system properties:

  • Property name as it appears in protocol messages
  • Field name in the interactions table, if the property is stored as an independent field
  • Data type
  • Short description

Business Properties Stored as Independent Fields

Name

Name In Interactions Table

Type

Description

ServiceObjective

service_objective

Integer

Time objective for servicing the interaction. The contact center may define a service objective for each combination of customer segment, service type, and media type.

Priority

priority

Integer

Indicates whether e-mail should receive special processing

All other Business Properties, listed in the following table, are stored in the flexible_properties field. To use them on the Condition, Order, or Segmentation tabs of Views in Business Processes, you must create Custom Properties that correspond to them.

Business Properties Stored in FlexibleProperties

Name

Type

Description

CaseId

String

Case identifier. Use and meaning to be defined by user.

CategoryId

String

Category identifier obtained by routing strategy request for e-mail classification

ContactId

String

Customer identifier in the UCS database. Provided by UCS.

DispositionCode

String

Code for moving the interaction somewhere else

FromAddress

String

Taken from e-mail interaction

FromPersonal

String

Name of person who sent the interaction

Header_*

String

Content of the header of an e-mail. Do not change.

Mailbox

String

Mailbox of addressee

ReasonCode

String

Code for reason for the operation that caused the event; for example, normal, autoresponse, sent, forwarded, or redirected. Set by routing strategy Stop object.

CustomerSegment

String

Code for the customer’s revenue potential; for example, Gold, Silver, Bronze. May be assigned as a result of database lookup based on sender name. Routing strategy sets this property.

ServiceType

String

Code for type of service being requested; for example,Sales, Service, Information. Routing strategy sets this property.

Subject

String

Taken from e-mail interaction

To

String

Destination e-mail address of an e-mail or web form. Do not change. This property is required if you use the Chat Transcript object in routing strategies. It supplies the value for the To field of the outbound e-mail that sends the chat transcript. One way to give this property a value is in a routing strategy; for details, see “Chat Transcript” under “eServices (Multimedia) Objects” in the “Interaction Routing Designer Objects” chapter of the Universal Routing 8.1 Reference Manual.

This page was last modified on December 17, 2013, at 11:54.

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