Pass data parameters

Data parameters by channel

The following table is a high-level overview outlining data parameter availability by channel.

Note: While we strive to maintain the accuracy of this table, be aware that there might be some inconsistencies as we roll out new data parameter features. Please refer to your tenant for what is currently available to you at any given time.

Data parameter type		Customer Support Virtual Agent				Task Virtual Assistant
		Web	Mobile	IVR	SMS	Web	Mobile	IVR	SMS
Fixed		X	X	X				X
Dynamic	CCAI Platform metadata	X	X	X				X
	Signed parameters	X	X
	Unsigned parameters	X	X
	SIP headers			X				X
	Form							X

Pass data parameters global settings

For more information on implementing this feature contact Support.

Pass Data Parameters allows you to gather specified data from incoming SIP headers and CCAI Platform metadata and pass it to a Virtual Agent or an Outbound SIP destination. These parameters can be set to gather either static or dynamic data, which is subsequently sent to a specified field on the outgoing header.

Note: Data Parameters that gather metadata can only be sent to a Virtual Agent; they cannot be sent to an Outbound SIP destination.

Enable data parameters in global settings

1. Go to Settings > Operation Management > Data Parameters

2. Select the Capture data parameters from Inbound SIP headers in IVR sessions checkbox.

3. Click Save Data Parameters.

Pass data parameters to outbound SIP headers

For pricing and implementation contact Support.

To send data to an external SIP destination, the Outbound SIP setup for Pass Data Parameters uses the Automatic Redirection functionality. The data parameters defined in the inbound SIP header are gathered and transmitted to the external destination assigned to the selected IVR queue.

With Pass Data Parameters to an Outbound SIP you can:

• Set up a static or dynamic data parameters at the IVR queue level. A fixed parameter helps you to pass a static value. A dynamic parameter allows you to retrieve a value and pass it (dynamically).

• Pass the set up parameters in the outbound SIP headers during automatic redirections.

To set up an automatic redirection to an external SIP destination, refer to Configuring SIP Transfers as Automatic Redirection before configuring your parameters.

Admin config

1. Go to Settings > Queue > IVR and then select the queue.

2. Go to the Automatic Redirection section and make sure the toggle switch is set to Show.

3. Click the Configure SIP Transfer link.

4. On the Outbound SIP Configuration panel, enter the Destination SIP URI in +ccNumber@fqdn format. There is a 256 character limit for this value.

5. Go to the Pass Data Parameters section and make sure the toggle switch is set to On. Pass Data Parameters cannot be enabled until the Destination SIP URI has been entered.

Add a fixed parameter for a SIP header

1. Click the Add Parameter button.

2. Under the Type, select Fixed.

3. Enter the following fields

   Destination Field: the field name under which the data parameter value will be passed to Dialogflow.

   Destination Value: the value being passed.

   A sample of the parameter is shown in Preview.

4. Click Save.

Add a dynamic parameter from a SIP Header

1. Click the Add Parameter button.

2. Under Type, select Dynamic.

3. Under Source, select SIP Header.

4. Enter the following fields:

   Incoming Field: the field name in the incoming SIP header the value of which will be passed to Dialogflow. This is a free text entry (string)

   Destination Field: the field name under which the data parameter value will be passed to Dialogflow.

   A sample of the parameter is shown in Preview.

5. Click Save.

Data records

Use the checkboxes in the Data Records section to indicate if you want the data parameters passed to be included in the session metadata files or CRM records.

Click Save and then click the Back to Settings link.

Pass data parameters to Virtual Agents and Virtual Task Assistants

Data parameters gather data from incoming calls, hold it during the call, and then pass it back to Google Dialogflow CX services when the call is routed to a Virtual Agent or Virtual Task Assistant. The data parameters are returned in a set format in the Dialogflow APIs when you invoke the Dialogflow Agent.

You can add a data parameter in order to:

• Collect either static or dynamic data settings at the IVR queue level. A fixed parameter helps you to pass a static value. A dynamic parameter allows you to retrieve a value and pass it (dynamically).

• Collect data through a dynamic form parameter: Only available for Virtual Task Assistant when the form parameters are configured. A data capture form is provided to the agent in the Agent Adapter when they deploy the Virtual Task Assistant. A form parameter defines the field(s) that the agent must fill out. For example, if the form field value is booking_id, a corresponding manual input field will appear in the adapter. In order for an agent to dispatch a Task Assistant to collect payment, the booking_id must be provided.

The following parameters can be added to an existing or a new Virtual Agent or Virtual Task Assistant:

• Fixed parameters
• CCAIP Metadata parameters
• SIP header parameters
• Agent Form parameter (only available for Virtual Task Assistant)

Add a fixed parameter

Fixed data parameters are fields that the system automatically passes to the VA and Task Assistant.

1. Click the Add Parameter button.
2. Under Type, select Fixed.
3. Enter the following fields:
   1. Destination Field: The field name under which the data parameter value will be passed to Dialogflow.
   2. Destination Value: The value being passed.
4. A sample of the parameter will be shown in Preview.

Add a dynamic parameter from CCAI Platform Metadata

1. Click the Add Parameter button.
2. Under Type, select Dynamic.
3. Under Source, select CCAIP Metadata.
4. In the Incoming Field dropdown, select the type of CCAIP Metadata that will be passed to Dialogflow. The following CCAIP metadata data parameters can be passed:
   • ANI (phone number): The number the end-user is calling from.
   • Consumer ID: The unique ID of the end-user in the platform.
   • Call ID: The unique ID of the call in the platform.
   • Ticket ID (CRM): The CRM ticket ID linked to the session.
   • Queue ID: The queue ID from the session it's been escalated from.
   • DNIS/TFN: The DNIS (Dialed Number Identification Service) or TFN (Toll-Free Number) refers to the unique phone number that an end-user dials to reach your customer support system.
   • Latest agent ID: A system-generated ID assigned to each agent operating within the CCAI Platform platform. This ID uniquely identifies the agent responsible for handling the most recent segment of an ongoing call.
   • Latest agent email: The email address associated with the agent who handled the latest segment of an active call.
   • Queue language: The language short code that identifies the designated queue or department a call is being transferred to based on language requirements.
   • Current sentiment score: The average sentiment score for the latest segment of a call.
   • Overall Sentiment Score : A cumulative evaluation of the sentiment or satisfaction level throughout the entire call until the point of transfer.
5. In the Destination Field, enter the field name under which the data parameter value will be passed to Dialogflow. A sample of the parameter will be shown in Preview.
6. Click Save.

Add a dynamic parameter from a SIP Header

1. Click the Add Parameter button.
2. Under Type, select Dynamic.
3. Under Source, select SIP Header. Enter the following fields:
   1. Incoming Field: The field name in the incoming SIP header that will be passed to Dialogflow. This is a free text entry (string).
   2. Destination Field: The field name under which the data parameter value will be passed to Dialogflow.
4. A sample of the parameter will be shown in Preview.

Add a dynamic custom form parameter

Note: This feature is only available for Virtual Task Assistant

When the Agent Form parameters are configured, a data capture form is provided to the agent in the Agent Adapter when they deploy the Virtual Task Assistant. A form parameter defines the field(s) that the agent must fill out. For example, if the form field value is booking_id, a corresponding manual input field will appear in the adapter. In order for an agent to dispatch a Task Assistant to collect payment, they must enter the booking_id.

1. Click +Add parameter.
2. In the Type drop-down, select Dynamic.
3. In the Source drop-down, select Form.
4. Enter the field name to display on the Agent Adapter.
5. Select the Required checkbox to specify that the parameter has to be filled prior to transferring the session to a Virtual Task Assistant.
6. Enter the destination parameter. Review the parameter in the preview window before submitting it, as all changes will be accepted without being validated.
7. Click Save.

Enable passing data parameters at the queue level

Note: If the selected queue does not have Virtual Agents assigned, click the Add Virtual Agent button to configure a new virtual agent before proceeding.

1. Go to Settings > Queue > IVR and then select the queue.
2. Confirm that the queue has Virtual Agents assigned to it and then click the Edit Virtual Agent Assignments link. If the selected queue does not have Virtual Agents assigned, click the Add Virtual Agent button to configure a new Virtual Agent before proceeding.
3. Go to the Pass Data Parameters section and make sure the toggle is set to On.

Admin Config

1. Go to Settings > Queue > IVR and then select the queue.

2. Confirm the queue has Virtual Agents assigned to it and then click the Edit Virtual Agent Assignments link.

   NOTE: If the selected queue does not have Virtual Agents assigned, click the Add Virtual Agent button to configure new Virtual Agent before proceeding.

3. Go to the Pass Data Parameters section and check the toggle is set to On.

Add a Fixed parameter

1. Click the Add Parameter button.

2. Under Type, select Fixed.

3. Enter the following fields

   Destination Field: the field name under which the data parameter value will be passed to Dialogflow.

   Destination Value: the value being passed.

   A sample of the parameter is shown in Preview.

Add a Dynamic parameter from CCAI Platform Metadata

1. Click the Add Parameter button.

2. Under Type, select Dynamic.

3. Under Source, select CCAI Platform Metadata.

4. In the Incoming Field dropdown, select the type of CCAI Platform Metadata that needs to be passed to Dialogflow.

   The following CCAI Platform metadata data parameters can be passed:

   ANI (phone number)

   Consumer ID

   Call ID

   Ticket ID (CRM)

   Queue ID

5. In Destination Field, enter the field name under which the data parameter value will be passed to Dialogflow.

   A sample of the parameter is shown in Preview.

6. Click Save.

Add a Dynamic parameter from a SIP Header

1. Click the Add Parameter button.

2. Under Type, select Dynamic.

3. Under Source, select SIP Header.

4. Enter the following fields:

   Incoming Field: the field name in the incoming SIP header the value of which will be passed to Dialogflow. This is a free text entry (string).

   Destination Field: the field name under which the data parameter value will be passed to Dialogflow.

   A sample of the parameter is shown in Preview.

Data Records

Use the checkboxes in the Data Records section to indicate if you want the data parameters passed to be included in the session metadata files or CRM records.

Click Save and then click the Back to Settings link.

Gather data from Session Initiation Protocol (SIP) headers

You can gather specified data from incoming SIP headers and CCAI Platform metadata and pass it to a Virtual Agent or Outbound SIP destination. SIP is the process of transmitting voice calls using the internet over a SIP trunk or a SIP channel.

The parameters can be set to gather either static or dynamic data, which is subsequently sent to a specified field on the outgoing header.

Capture data parameters from inbound SIP headers in IVR sessions

1. Go to Settings > Operation Management > Data Parameters > Voice.

2. Select Capture data parameters from Inbound SIP headers in IVR sessions.

3. (Optional) Set a custom caller ID from an incoming SIP header. Select Use SIP Header for Caller ID and enter the Field Name.

4. Click Save Data Parameters to save your changes.