Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Creating Actions
January 16, 2013
161
*BAStatus
Outbound Dialer: Two characters indicating mode and
direction of the BA Dialer-initiated call. The first
character identifies the call mode:
direction of the BA Dialer-initiated call. The first
character identifies the call mode:
• R: Reservation call, Predictive or Progressive
mode
• P: Reservation call, Preview mode
• C: Customer call
• A: Reservation call, personal callback
During a reservation call, the first character is P, R, or
A. When a customer call is transferred to an agent,
the first character is C.
A. When a customer call is transferred to an agent,
the first character is C.
The second character of BAStatus indicates call
direction:
direction:
• O: Outbound
• I: Inbound
• B: Blended
*BATimeZone
Outbound Dialer: Indicates the GMT offset, in
minutes, for the customer’s time zone and obtains
the customer’s local time. The format is either a
positive or negative sign, followed by 5 digits
(+/-#####). For example:
minutes, for the customer’s time zone and obtains
the customer’s local time. The format is either a
positive or negative sign, followed by 5 digits
(+/-#####). For example:
• If customer is one hour behind GMT:
BATimeZone = -00060
• If customer is two hours ahead of GMT:
BATimeZone = +00120
*Call Duration
Difference between the call’s end time and start time.
The time is read from the Enterprise server clock.
The time is read from the Enterprise server clock.
*cisco.com.Category
Reserved for future use.
*cisco.com.MessageKey
Reserved for future use.
*cisco.com.Priority
Reserved for future use.
*Collected Digits
Digits entered by the caller in response to IVR
prompting.
prompting.
*DNIS
Number of the phone that received a call.
Table 20.
Enterprise Data Fields — Continued
Data Field
Description