Updated on 2024-10-12 GMT+08:00

Configuring the Contact Customer Information Area

Prerequisites

  • You have configured an extended contact information dataset. For details, see 2.
  • You have configured a dynamic data table. For details, see Configuring Dynamic Data Tables.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Expansion and Integration > Contact Data Item.
  2. Add a data item to the contact customer information area.

    1. Click the Contact Customer Information Area tab and click New.
    2. Set parameters based on Table 1.
      Table 1 Parameters for creating a data item in the contact customer information area

      Parameter

      Description

      Field Name

      Field name.

      The value can contain a maximum of 128 characters.

      Data Item ID

      Field ID.

      The value can contain a maximum of 64 characters.

      Visible

      Whether a data item is displayed in the customer information area on the voice and video workbench.

      The options are as follows:

      • : yes
      • : no

      No.

      No. of a data item in the contact customer information area.

      The value ranges from 1 to 100.

      Data Source Type

      Data source type.

      The options are as follows:

      • Call-associated data
      • Information dataset
      • Local data

      Data Source Object

      Data source object ID.

      • When Data Source Type is set to Information dataset, the value is the name of a dataset configured on the Extended Contact Information Dataset page.
      • When Data Source Type is set to Local data, the value is the data configured on the Configuration Center > Expansion and Integration > Dynamic Data Table page.

      Data Source Object Mapping Field

      Data source object mapping field.

      The value can contain a maximum of 32 characters.

      • When Data Source Type is set to Call-associated data, the value of this parameter is the mapping field of call-associated data.
      • When Data Source Type is set to Information dataset, the object name is the mapping field name of the dataset object.
      • When Data Source Type is set to Local data, the object name is the mapping field ID of the customized table object.

      Extended Writeback Field

      Extended contact record writeback field.

      This parameter is left blank by default. The value ranges from extField1 to extField10.

      If the value is not empty, a record is added to the Contact Record Data Item page.

      Data Type

      Data type.

      The options are as follows:

      • String
      • Data dictionary

      Data Dictionary Value

      Data dictionary value.

      This parameter is displayed when Data Type is set to Data dictionary.

      The value can contain a maximum of 1024 characters.

      The format is Key 1:Value 1,Key 2:Value 2.

      Display Style

      This parameter is displayed when Data Type is set to Data dictionary.

      Background Color

      Background color.

      Foreground Color

      Font color.

      Font

      Font style.

      • Regular
      • Bold
      • Italic
      • Underlined
    3. Click Save.

  3. After the configuration is complete, choose Contact History > Contact to view the display effect of the contact customer information area.