Create Custom Data fields

The Custom Data application in Interactions allows you to identify CTI fields to the system.

The Integration Service only evaluates CCDs at the beginning and end of the interaction/session, so if there is post-call tagging, the post-call tags are not used to evaluate CCDs.

Procedure 

1. Go to Interactions > Custom Data.

2. Edit the custom data fields, following the instructions in the "Custom Data" chapter in the Interactions and Analytics Administration Guide.

   Example: In keeping with the example in the procedure in "Identify CTI data," you could create a custom data field for the Call Id, name it “MyCallId” and assign a Data Source of “CTI”.

3. To assign the custom data to the relevant roles and organizations or groups, go to Interactions > Assignment Manager.

   If expanding the range of Custom Data fields in use in your system beyond the number of physical fields available by default, it is important that you do not use the same physical field twice for the same contact.

Related topics

CTI tagging

Identify CTI data

Map Custom Data to an attribute

Map attributes to an adapter

Related information 

"Custom Data" (Interactions and Analytics Administration Guide)

What to do next 

Map Custom Data to an attribute