Call Variables
, Custom NamedVariables
, or Custom KVList UserData
. ASAPP uses this data to provide more information to agents and admins. It may contain information that provides customer identity information, route codes, queue information, customer authentication status, IVR interactions/ outputs, or simply unique identifiers for further data lookup from APIs. ASAPP extracts the custom fields and leverages the data in real-time to provide agents as much information as possible as part of the initial part of the interaction.
Each environment is uniquely different and ASAPP needs to understand what data is available from the CTI events to maximize relevant data to the agent and for voice intelligence processing.
Examples:
Avaya
SAML Attribute Values | ASAPP Usage | Examples |
Agent Login ID | Provides mapping of the customer telephony agent ID to ASAPP’s internal user ID. |
or
|
Givenname | Given name |
|
Surname | Surname |
|
Email address |
| |
Unique User Identifier | The User ID (authRepId); can be represented as an employee ID or email address. |
|
PhysicalDeliveryOfficeName | Physical delivery office name |
|
HireDate | Hire date attribute used by reporting. |
|
Title | Can be used for reporting. |
|
Role | The roles define what agents can see in the UI and have access to when they login. |
|
Group | For Voice, this is only for reporting purposes. For digital chat this also can be used for queue management. |
|
SendtoASAI
parameter to ‘yes.’
cstaMonitorDevice
service to monitor the ACD skill.cstaMonitorCallsViaDevice
if more call data is needed.Connection Type | TCP Min Port | TCP Max Port |
---|---|---|
unencrypted/TCP | 1050 | 1065 |
encrypted/TLS | 1066 | 1081 |
CTI_SERVICE_ALL_EVENTS
ClientID
(identifier for ASAPP) and ClientPassword
(if not null) to send the OPEN_REQ
message.CallVariable
1-10 Definitions/usagesNamedVariables
and NamedArrays
Definitions/usagesOPEN_REQ
OPEN_CONF
SYSTEM
AGENT_STATE
AGENT_PRE_CALL
BEGIN_CALL
CALL_DATA_UPDATE
CALL_CLEARED
END_CALL
Term | Acronym | Definition |
---|---|---|
Automated Speech Recognition | ASR | The service that converts speech (audio) to text. |
Automatic Call Distributor | ACD | A telephony system that automatically receives incoming calls and distributes them to an available agent. Its purpose is to help inbound contact centers sort and manage large volumes of calls to avoid overwhelming the team. |
Computer Telephony Integration | CTI | The means of linking a call center’s telephone systems to a business application. In this case, ASAPP is monitoring agents and receives call state event data via CTI. |
Direct Inward Dialing | DID | A service that allows a company to provide individual phone numbers for each employee without a separate physical line. |
Globally Unique IDentifier | GUID | A numeric label used for information in communications systems. When generated according to the standard methods, GUIDs are, for practical purposes, unique. Also known as Universally Unique IDentifier (UUID) |
Internet Protocol Private Branch Exchange | IP-PBX | A system that connects phone extensions to the Public Switched Telephone Network (PSTN) and provides internal business communication. |
Media Gateway | MG | Entry point for all calls from Customer. Receives and forwards SIP and audio data. |
Media Gateway Proxy | MGP | SIP Proxy, used for SIP signaling to/from customer SBC. |
Payment Card Industry Data Security Standard | PCI DSS | Payment card industry compliance refers to the technical and operational standards that businesses follow to secure and protect credit card data provided by cardholders and transmitted through card processing transactions. |
Payment Card Industry Zone | PCI Zone | PCI Level I Certified environment for cardholder data and other sensitive customer data storage (Transport layer security for encryption in transit, encryption at rest, access tightly restricted and monitored). |
Pulse-Code Modulation | PCM | Pulse-code modulation is a method used to digitally represent sampled analog signals. It is the standard form of digital audio in digital telephony. |
Security Assertion Markup Language | SAML | An open standard for exchanging authentication and authorization data between an identity provider and a service provider. |
Session Border Controller | SBC | SIP-based voice security platform; source of the SIPREC sessions to ASAPP. |
Session Description Protocol | SDP | Used between endpoints for negotiation of network metrics, media types, and other associated properties, such as codec and sample size. |
Session Initiation Protocol Application-Level Gateway | SIP ALG | A firewall function that enables the firewall to inspect the SIP dialog/s. This function should be disabled to prevent SIP dialog interruption. |
Session Initiation Protocol Recording | SIPREC | IETF standard used for establishing recording sessions and reporting of the metadata of the communication sessions. |
Single Sign On | SSO | Single sign-on is an authentication scheme that allows a user to log in with a single ID and password to any of several related, yet independent, software systems. |
Toll-Free Number | TFN | A service that allows callers to reach businesses without being charged for the call. The called person is charged for the toll-free number. |
Telephony Services API | TSAPI | Telephony server application programming interface (TSAPI) is a computer telephony integration standard that enables telephony and computer telephony integration (CTI) application programming. |
Universal Call IDentifier | UCID | UCID assigns a unique number to a call when it enters that call center network. The single UCID can be passed among platforms, and can be used to compile call-related information across platforms and sites. |
User to User Information | UUI | The SIP UUI header allows the IVR to insert information about the call/caller and pass it to downstream elements, in this case, Communication Manager. The UUI information is then available via CTI. |
Voice Streamer | VS | Receives SIP and audio data from MG. Gets the audio transcribed into text through the ASR and sends that downstream. |