Contact data, basic configuration

The Organise | Contact data, basic configuration... menu choice leads to the window with the same name, through which you can create and delete contact data keys and specify how contact data is to be processed when gathering statistics, and in CallGuide Admin’s other windows.

To use this menu choice and all its functions, you require Own contact data in your access role.

7_6_Contact_Data_Basic_Config_2

The columns are described below.

Short name. The contact data key’s internal name. Cannot be changed. Keys with names beginning with iv, are linked to the Interaction View function.
Contact data key. The name of the contact data key used in the user interface.
Historic data/Interaction data. Specifies whether the contact data values shall be stored in the statistics and in the Interaction View database. Historical data and Interaction View data each requires their own separate licenses.
Editable. A check in the box means that the value of the key is editable. This can be made according to the instruction for configuring the Contact data window in CallGuide Agent. See Configure Agent´s Contact data window.
Customer specific. Tells us whether this is a user created, or built-in key. Costumer specific keys are always editable. If the agents shall be able to edit the key value it has to be configured in the Contact data window in CallGuide Agent. See Configure Agent´s Contact data window.

The following contact data keys are recommended for routing:

Contact data key (short name)	Explanation	Contact data value format
AgentName	Agent’s username.	text
Task type (errand)	A tag set to contacts, to get statistics organised by the values of the task types. See Basics about Task types and Task type assignment for email and work item .	digits/text
Entrance	There are several types of entrances as seen in Basics about Entrances Entrance in IVR. Usually corresponds to a DNIS. Entrance in email system. Always corresponds to an email account. Entrance for callback calls. Defined either in IVR or on the web. Usually corresponds to an entrance in IVR. Entrance for chat.	digits/text
Menu choice	Defined either in the IVR or on the web. See Basics about Menu choices	digits/text
Identification (cid)	Customer identification.	digits/text
Priority (prio)	The contact’s priority.	digit
EmailHdrFrom	Sender’s address.	text
EmailHdrTo	Recipient’s address.	text
EmailHdrSubject	Email’s subject.	text
EmailCategories	Email’s categories.	text

Create new contact data key

To create a new contact data key:

Click on the Create new... button.
Fill in Short name (no spaces in the name).
Fill in Name of the contact data key.
Tick the box if the key is to be stored in historic database/Interaction View database.
Click OK (or Cancel for undo.)

7_6_Create_New_Contact

Delete contact data key

You can only delete costumed keys, seen with a tick under header Customer specific.

To delete a contact data key, select its name in the table and click on the Delete button.

Change information about contact data key

The following information relating to a particular contact data key can be edited directly in the table:

The Contact data key name is changed by clicking on the name and entering a new. You cannot change the short name.
Historic data/Interaction data. Change by clicking in the field under the heading with that name.