Map custom fields for Amazon Connect

You can map data from the Contact Trace Record (CTR) to custom fields so that the data is available in downstream applications like Risk Management.

Before you begin 

  • Create an Amazon Connect Adapter.

  • Sign in to Enterprise Manager using an admin account other than the system account, which does not have the correct permissions for parts of this procedure.

If there is duplicate mapping (for example, for ANI and DNIS), the contact/session value (in INUM.xml) takes higher precedence than the attribute tag.

Procedure 

  1. Enable custom data.

    1. In Enterprise Manager, go to Interactions, then under Administration click Custom Data.

      Interactions Enable Custom Data

    2. Select a Custom Data Field, then click Edit icon is a black pencil that appears to the right of the selected row. (Edit).

    3. Select the Enabled check box, then click Update.

  2. Create a custom attribute.

    1. In Enterprise Manager, go to Recording Management, then under Custom Data, click Attributes.

    2. Click Create.

      Create a new attribute

    3. Enter a name for the attribute that makes it easily identifiable. Example: NEWIntegerCD24.

    4. Select a Data Type that matches the actual data type listed in the interaction capture log.

    5. Click Save.

  3. Map the custom data to the custom attribute.

    1. In Recording Management, go to Custom Data, then click Custom Data Mapping.

    2. Locate the entry that you enabled in step 1. For example: Custom Data 24.

    3. Click the blue arrows beside the Attribute Mapping field, then select an attribute (for example, NEWIntegerCD24) from the list.

      Map custom data to attributes

    4. Click Save.

  4. Map the external data to the custom attribute.

    1. Log in to Verint using a system account, like wsuperuser or HostAdmin.

    2. Select the Recorder node that hosts the Amazon Connect Adapter.

    3. In Recorder Manager, go to General Setup, then under Integration Adapters, click Attributes.

    4. Under Adapter pane, select the Amazon Connect Adapter. 

    5. In the Attribute column, find the custom attribute created previously by the customer, or create one now.

    6. Get the external tag name

    7. Enter the tag name in the External Name field, then click Save.

      Attributes in the adapter

  5. To see the mapped data in Risk Management:

    1. Create or receive a call that includes the type of data you mapped.

    2. In Risk Management, make the data visible by displaying a column for it.

    3. Search for the attribute name.

Related topics 

Create adapters for Amazon Connect integrations

Playback interactions

Related information 

Search result columns (Risk Management Administration and User Guide)

Create, edit, or delete an attribute (Recorder Configuration and Administration Guide)

Attribute external name syntax (Recorder Configuration and Administration Guide)