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Attributes are user-configurable variables that can be associated with incoming calls as well as with 
individual expert advisors. When associated with incoming calls, their values can be populated from 
Unified ICM call variables or Extended Call Context (ECC) variables, or from arbitrary SIP header 
variables that might have been provided by a SIP endpoint that represents the caller. Additional standard 
call contact information such as ANI, DNIS, GUID, and so forth, is also stored by default in their 
respective system-defined attributes, and the entire set of call-related attributes makes up the 
ContactDetail. ContactDetail is the basis for the call detail record that is stored in both the reporting 
server and the Unified ICM historical database for each call.

When associated with expert advisors, attributes can be used to help qualify or disqualify individual 
advisors from various assignment queues. For example, an expert advisor attribute called YearsInJob 
with a value of 2 might disqualify the advisor from an assignment queue whose configuration calls for 
advisors with at least 5 years of experience.

When it comes time to select the best expert advisors to handle a particular contact, attributes come into 
play for assignment queues whose selection strategy is spatial. Unified Expert Advisor has the ability to 
compare like (numeric) attributes that are associated with the expert advisor and with the incoming call, 
and to place advisors in priority order according to closest match among many values. This is sometimes 
known as N-Dimensional Routing.

Attributes are also displayed in an expert advisor's presence client window as tasks are offered or 
assigned. This allows the presence client to act as a sort of lightweight CTI desktop, as described in the 
section on 

.

Individual attributes may be configured as either visible, masked, or hidden with respect to the expert 
advisor's IM client, to the reporting server, and also to the system's debug logs. In this way Unified 
Expert Advisor administrators may individually control which attributes are used for which purpose, 
which persist in the historical database, and which are too sensitive to be written out in the logs.

Changes to attribute definitions, mappings, characteristics, and relationship to expert advisors and to 
assignment queues may all be changed by the administrator at run time, and the changes take effect 
immediately.

Unified Expert Advisor communicates with expert advisors via the presence client in the form of IM 
messaging. These IM messages are aggregated into message sets, which are localized to many locales 
as well as being completely customizable in terms of their form and content, and new message sets can 
even be created. In addition, each expert advisor can be assigned not only to a particular locale but also 
to a particular message set.

Three messages of particular interest are the Contact Offer Request Notice, the Contact Offer Notice, 
and the Contact Offer Cancelled Notice. By default, the pre-populated US English versions of these 
messages are:

Contact Offer Request Notice: "Are you available to handle this contact?"

Contact Offer Notice: "Please standby for incoming call."

Contact Offer Cancelled Notice: "The system has cancelled the task."

The Contact Offer Request Notice informs an expert advisor about an incoming call and invites him to 
accept or reject it. Multiple advisors can potentially accept the call, but only one will actually receive it. 
Those who were a little late in responding receive the Contact Offer Cancelled Notice, but the individual 
who was quickest receives the Contact Offer Notice, indicating that the call is on its way.