Installation guide

Using custom data variables 20-19
Chapter 20: Tracking and Distinguishing Calls
Wave Global Administrator Guide
4 Enter the following information for the custom data variable:
•
Name. Enter a name for the variable. Keep the name relatively short, as it will appear
in a column header in the ViewPoint Call Monitor. Custom data variable names are
case sensitive.
•
Description. Enter a description that helps you remember how the variable is used.
•
Data Type. This field determines the type of information that the variable holds.
Select one of the following from the drop-down list:
•
Long. Variable holds integer numbers only.
•
Double. Variable can hold integer numbers or decimal point numbers.
•
Boolean. Value must be either 0 or 1.
•
String. Variable holds text. Text variables are sorted alphabetically. For example,
you can have a Hold prompt play if a variable is in the “range” from A to E. In
that case, any text string beginning with A, B, C, D, or E would cause the prompt
to play. Note that numbers can be part of a text string, but they are treated as text
characters.
•
Default value. Enter the value that the variable assumes if no other action sets a value.
For example, if callers are prompted to enter their Customer Priority Numbers to set
this variable, and a caller chooses not to enter the data, you can have the variable
default to a low-level Customer Priority Number. For string variables you can leave
the field blank, indicating that the variable is empty by default. For numeric variables
you must enter a number, usually 0.
5 Click
OK to add the custom data variable to the list.
6 Click
OK to close the System Settings dialog.
The variable you created is now available to be attached to any incoming call (for example, by
an auto attendant or Contact Center queue). Users have a corresponding column in the Call
Monitor where they can view the variable’s value for each call.
Release 2.0
September 2010