DES/Current/Designer/CallData - Revision history

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Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/CallData to DES/Current/Designer/CallData: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

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2020-06-08T15:17:02Z

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{{Article
|Standalone=No
|DisplayName=Call Data Block
|TocName=Call Data Block
|Context=Use this block to read and write data that can be accessed from both inside and outside the application.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|The '''Call Data''' block has the following restrictions when used in the '''Self Service''' phase:
* Non-variable key names must follow standard JavaScript rules for variable names, even if the keys are not variables. For example, key names must:
** Not contain spaces.
** Only contain alphanumeric characters.
** Not use a restricted variable name (see the {{Link-SomewhereInThisManual|topic=CallData|anchor=Restricted_Variable_Names|display text=Restricted Variable Names}} section, below).
* Call data cannot be deleted. The '''Edit Data''' tab does not have the '''Remove''' option, as is available in the '''Assisted Service''' phase.}}

You can add the '''Call Data''' block to an application when you want to read and write data that can be accessed from both inside and outside the application.

The data format consists of key-value pairs (KVP). That is, for every key in the call data, you can associate a value with it. This value can be be an integer, character
string, binary (boolean) type, or as a list of KVPs. (See an {{Link-SomewhereInThisManual|topic=CallData|anchor=Example|display text=example}} of how to do this.)

'''About key-value pair lists:''' When a key-value pair list is used as a value in the user data for a '''Call Data''' block in the '''Self Service''' phase, the user data is attached to the call, but the platform encodes any special characters that appear in the user data, such as single quotation marks ('), double-quotation marks ("), backslashes (\), commas (,), colons (:), semicolons (;), and so on.

While data in application variables only exist within the application, information stored in Call Data can persist and be retrieved even after the application finishes running. This is useful for retrieving information about the call that was created before the application started running, or for saving some information about either a caller or a call to a database so that it can be processed later by another application.

{{NoteFormat|
The addition, updating, and removal of Call Data do not happen instantaneously while the application is running. That is, the application starts the operation to edit the Call Data, and then continues to the next block, without waiting for confirmation that the Call Data is successfully modified.

For this reason, Genesys recommends that you do not write a key-value pair and then attempt to read back the same key from the Call Data within an application. There is no guarantee that the write operation has finished, so a read operation could potentially give you either an old value or an updated value on different runs through the application.

Instead, if you need to access a Call Data value that was already edited within the application, Genesys recommends that you use the corresponding application variable.|3}}

{{NoteFormat|
*See the {{Link-SomewhereInThisManual|topic=CallData|anchor=Restricted_Variable_Names|display text=Restricted Variable Names}} section, below, for a list of variable names that must not be updated by the '''Call Data''' block.
*You must escape quote characters in values by using a preceding backslash. For example:
**Incorrect: <tt>Joe's Pizza</tt>
**Correct: <tt>Joe\'s Pizza</tt>
* The '''Call Data''' block only accepts string type keys and values, so you do not need to enclose these values in single quotes.}}
|Status=No
}}{{Section
|sectionHeading=Read Data tab
|anchor=ReadDatatab
|alignment=Vertical
|structuredtext=Use the '''Read Data''' tab to specify keys to be read from Call Data and stored into application variables. You can toggle the key being read between a variable and a string.
|Status=No
}}{{Section
|sectionHeading=Edit Data tab
|anchor=EditDatatab
|alignment=Vertical
|structuredtext=If this block is in the '''Self Service''' phase, use the '''Edit Data''' tab to specify key-value pairs to be written to the call data.

If this block is in the '''Assisted Service''' phase, use the '''Edit Data''' tab to specify key-value pairs to be written to the call data, either by adding data with new keys ('''Add/Update''' operation), updating data for existing keys ('''Add/Update''' operation), or deleting data for existing keys ('''Remove''' operation):

*'''Add/Update''' - Add or update data with the specified key. This operation automatically adds the key-value if the specified key does not yet exist in the Call Data, or, if the provided key does exist in the Call Data, it automatically updates data for the key. You can toggle both the key and the value independently between a variable and a string.

*'''Remove''' - Provide the key for data you want to delete, which you can toggle between a variable and a string. At runtime, if the key you try to delete does not exist, nothing happens.

You can also add a list of key-value pairs by selecting a variable that holds key-value pairs in a JavaScript object.

[[file:des_calldata_editdata.png]]
|Status=No
}}{{Section
|sectionHeading=Advanced tab
|anchor=Advancedtab
|alignment=Vertical
|structuredtext=If this block is in the '''Assisted Service''' phase, use the '''Advanced''' tab to add an extension as a key-value pair to the key. Click '''Add Extension Data''' to add an extension as a key-value pair to this block. The value type can be a string or integer.

If you want to use a variable for the '''Key''' or '''Value''', select the '''Variable''' checkbox and then select a variable from the drop-down menu. If the '''Value''' is an integer, select the '''Integer''' checkbox.

{{NoteFormat|You do not need to enclose extension values in quotes. However, if the quote is part of the value, you must escape the quote character by using a preceding backslash. For example:
*Incorrect: <tt>Joe's Pizza</tt>
*Correct: <tt>Joe\'s Pizza</tt>}}

{{NoteFormat|Designer displays an error message if Extension Data is added, but the '''Key''' and '''Value''' settings are not defined.}}

=====Example=====
This example shows a few different ways that key-value pairs can be added as extensions:

[[file:des_add_extension_example.png]]
|Status=No
}}{{Section
|sectionHeading=Scenarios
|anchor=Scenarios
|alignment=Vertical
|structuredtext=If you want to:

*Read the key '''userphoneno''' into application variable '''phoneno''' that you have previously created:
**In the '''Read''' section, click '''Add Key'''.
**Disable the '''Variable?''' check box.
**In the '''Key''' field, enter <tt>userphoneno</tt>.
**In the '''Store in Variable''' drop-down menu, select '''phoneno'''.

*Add the key '''segment''' with the value from the application variable '''custsegment''' that you have previously created:
**In the '''Edit''' section, click '''Add Data'''.
**Click '''Add/Update'''.
**Disable the '''Variable?''' check box for '''Key'''.
**In the '''Value''' field for '''Key''', enter <tt>segment</tt>.
**Enable the '''Variable?''' check box for '''Value'''.
**In the '''Value''' drop-down menu for '''Value''', select '''custsegment'''.
|Status=No
}}{{Section
|sectionHeading=Restricted Variable Names
|anchor=RestrictedVariableNames
|alignment=Vertical
|structuredtext=The following variable names are used by the Designer application and must not be updated by the '''Call Data''' block.

*'''_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT'''
*'''_CB_SERVICE_ID'''
*'''_CB_T_CALLBACK_ACCEPTED'''
*'''_CB_T_CUSTOMER_CONNECTED'''
*'''_CB_T_SERVICE_START'''
*'''_COMPLETE_CS'''
*'''_SEND_FINAL_UE'''
*'''CustomerSe'''
|Status=No
}}{{Section
|sectionHeading=Example
|anchor=Example
|alignment=Vertical
|structuredtext==<nowiki>=</nowiki>=
This example shows a few different ways that key-value pairs can be added as extensions:

[[file:des_add_extension_example.png]]

==Scenarios==
If you want to:

*Read the key '''userphoneno''' into application variable '''phoneno''' that you have previously created:
**In the '''Read''' section, click '''Add Key'''.
**Disable the '''Variable?''' check box.
**In the '''Key''' field, enter <tt>userphoneno</tt>.
**In the '''Store in Variable''' drop-down menu, select '''phoneno'''.

*Add the key '''segment''' with the value from the application variable '''custsegment''' that you have previously created:
**In the '''Edit''' section, click '''Add Data'''.
**Click '''Add/Update'''.
**Disable the '''Variable?''' check box for '''Key'''.
**In the '''Value''' field for '''Key''', enter <tt>segment</tt>.
**Enable the '''Variable?''' check box for '''Value'''.
**In the '''Value''' drop-down menu for '''Value''', select '''custsegment'''.

==Restricted Variable Names==
The following variable names are used by the Designer application and must not be updated by the '''Call Data''' block.

*'''_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT'''
*'''_CB_SERVICE_ID'''
*'''_CB_T_CALLBACK_ACCEPTED'''
*'''_CB_T_CUSTOMER_CONNECTED'''
*'''_CB_T_SERVICE_START'''
*'''_COMPLETE_CS'''
*'''_SEND_FINAL_UE'''
*'''CustomerSegment'''
*'''EXECUTION_MODE'''
*'''GMS_UserData'''
*'''gvp-tenant-id'''
*'''gsw-ivr-profile-name'''
*'''GSYS_IVR'''
*'''GSYS_SystemApplicationDisposition'''
*'''IApplication'''
*'''IApplicationVersion'''
*'''IPurpose'''
*'''orsurl'''
*'''orssessionid'''

This shows how you can assign the value of a key-value pair in the '''Call Data''' block to a variable in the '''Assisted Service''' phase.

First, initialize your variables as various data types (integer, character string, binary [boolean], and so on), and create a variable for your KVP (in this example, we are using ''var_kvp''):

[[file:des_call_data_initialize.png]]

Next, initialize a variable as a list of kv-pairs using the {{Link-SomewhereInThisVersion|manual=Designer|topic=AssignVar|display text=Assign Variables}} block. This example shows this using an ECMAScript on the '''Advanced Scripting''' tab:

[[File:des_call_data_assign_kvp.png]]

Finally, add the user data as a kv-pair in the Call Data block:

[[File:des_call_data_block.png]]
|Status=No
}}
}}

@@ Line 20: / Line 20: @@
 There are certain variable names used by the Designer application that must not be updated by the '''Call Data''' block. See {{Link-SomewhereInThisManual|topic=CallData|anchor=Restricted_Variable_Names|display text=Restricted Variable Names}} for a list of these variable names.
 ===Syntax requirements===
@@ Line 45: / Line 47: @@
 *Non-variable key names must follow standard JavaScript rules for variable names, even if the keys are not variables. For example, key names must only contain alphanumeric characters (no spaces) and not match any of the {{Link-SomewhereInThisManual|topic=CallData|anchor=Restricted_Variable_Names|display text=Restricted Variable Names}}.
-*Call data cannot be deleted. The '''Edit Data''' tab does not have the '''Remove''' option, as is available in the '''Assisted Service'''<nowiki> phase.}}</nowiki>
+*Call data cannot be deleted. The '''Edit Data''' tab does not have the '''Remove''' option, as is available in the '''Assisted Service''' phase.
 When a key-value pair list is used as a value in the user data for a '''Call Data''' block in the '''Self Service''' phase, the user data is attached to the call, but the platform encodes any special characters that appear in the user data, such as single quotation marks ('), double-quotation marks ("), backslashes (\), commas (,), colons (:), semicolons (;), and so on.

← Older revision	Revision as of 13:57, April 21, 2021
(No difference)

@@ Line 15: / Line 15: @@
 The data format consists of key-value pairs (KVP). That is, for every '''key''' in the call data, you can associate a '''value''' with it. This value can be represented as an integer, character
-string, binary (boolean) type, or as a list of KVPs (see an {{Link-SomewhereInThisManual|topic=CallData|anchor=Example|display text=example}} of how to do this).
+string, binary (boolean) type, or as a list of KVPs (see an {{Link-SomewhereInThisManual|topic=CallData|anchor=Examples|display text=example}} of how to do this).
 While data in application variables only exist within the application, information stored in Call Data can persist and be retrieved even after the application finishes running. This is useful for retrieving information about the call that was created before the application started running, or for saving some information about either a caller or a call to a database so that it can be processed later by another application.
@@ Line 71: / Line 71: @@
 *'''Remove''' - Provide the key for data you want to delete, which you can toggle between a variable and a string. At runtime, if the key you try to delete does not exist, nothing happens.
-You can also add a list of key-value pairs by selecting a variable that holds key-value pairs in a JavaScript object.
+For operations that involve large amounts of key-value pairs (i.e. 30 or more), see {{Link-SomewhereInThisVersion|manual=Designer|topic=CallData|anchor=remove_kvp|display text=Adding or Removing Large Amounts of Key-Value Pairs}}.
 [[file:des_calldata_editdata.png]]
@@ Line 109: / Line 111: @@
 This example shows how you can assign the value of a key-value pair in the '''Call Data''' block to a variable in the '''Assisted Service''' phase.
-First, initialize your variables as various data types (integer, character string, binary [boolean], and so on), and create a variable for your KVP (in this example, we are using ''var_kvp''):
+First, initialize your variables as various data types (integer, character string, binary [boolean], and so on), and create a variable for your key-value pair (in this example, we are using ''var_kvp''):
 [[file:des_call_data_initialize.png]]
@@ Line 117: / Line 119: @@
 [[File:des_call_data_assign_kvp.png]]
-Finally, add the user data as a kv-pair in the Call Data block:
+Finally, add the user data as a key-value pair in the Call Data block:
 [[File:des_call_data_block.png]]
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=Use this block to read and write data that can be accessed from both inside and outside the application.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/CallData - Revision history

Brian.marshall@genesys.com: Published

Brian.marshall@genesys.com: Published

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