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Intro to data elements and event triggers in Engage Voice

When you define web services, you configure how those services are invoked to stream real-time or near real-time data to other web-based computing systems while calls are in progress. The control of invoking a web service is through a webhook, or trigger. This article describes which data elements can be streamed through a web service and which events can trigger a web service invocation.

Data elements

You can stream real-time events from data elements that describe data related to inbound call distribution and outbound dialing. To understand the meaning and usage of these data elements, read the Prebuilt Reports topic. Where definitions appear in more than one report, review the definition for the report type that applies to the call details you want streamed from your web service invocation.

The real-time events you can stream include:

ACD elements (inbound)

uii
: A unique call identifier.

agent_duration
: The total duration of the call while connected to an agent.

agent_externid
: The external ID of the agent, if configured.

agent_id
: A unique, auto-generated numerical ID of the agent at the time that agent was created.

agent_location
: The Location field of the agent, if configured.

agent_phone
: The phone number of the agent connected to the call.

agent_team
: The team name, if configured.

agent_username
: The username of the agent who handled the call, set in the agent configuration.

ag
ent_wait_time
: Time in seconds between agent_disposition and next call.

agent_wrap_time
: Time in seconds between call end and agent disposition.

ani_last4
: The last four digits of the caller's phone number.

ani_npa
: The area code of the caller's phone number.

ani_nxx
: Digits 4-6 of the caller's phone number. The three digits following the area code.

ani
: The caller's phone number.

call_result
: The result of the call: UNKNOWN, ABANDONED, ANSWERED, DEFLECTED, ERROR, or OTHER.

call_start
: Date and time of when the call started (YYYY-MM-DD HH24:MM:SS).

campaign_id
: The ID of the campaign configured for campaign callback mapping. This value is auto-generated when a campaign is created.

campaign_name
: The name of the campaign as configured.

cloud_connect_dest
: The cloud destination the call reached during the call.

c
loud_connect_duration
: The time it took to connect to the cloud destination.

cloud_connected_id
: The ID associated with the connected cloud destination.

cloud_connected_name
: The configured name of the connected cloud destination.

cloud_profile_id
: The cloud profile ID associated with the call. This is where the callee calls into before being routed to the appropriate destination.

cloud_profile_name
: The configured name of the cloud profile associated with the call.

dequeue_time
: The date and time when the call is dequeued, in the format YYYY-MM-DD HH24:MM:SS.

dial_type
: Number value of the dial type associated with the call. Possible values are: 0 = N/A, 1 = PREVIEW-DIAL, 2 = TCPA-SAFE-DIAL, 3 = PREDICTIVE-DIAL, 4 = MANUAL-DIAL, 5 = POWER-DIAL, 6 = INBOUND-CALLBACK, 7 = WEB-CLICK-TO-TALK, 8 = HCI-CLICKER.

dnis
: The phone number associated with the inbound queue, IVR, cloud destination, or track.

duration
: The duration in seconds of the call.

enqueue_time
: Date and time the call was enqueued into the platform.

gate_id
: An auto-generated unique identifier of the queue the caller calls into.

gate_name
: The configured name of the queue.

hold_time
: The duration in seconds of the time the call was put on hold.

ivr_duration
: The duration the callee spent in the IVR.

ivr_term_party
: Which side ended the call.

ivr_term_reason
: Why the call was ended.

lead_id
: An auto-generated unique identifier for a lead.

orig_dnis
: The original DNIS the call came in on.

outbound_disposition
: The result of the outbound dial.

outbou
nd_externid
: The Lead field required for uploading.

queue_duration
: Time in seconds that the caller spent in the queue. Equals the enqueue time - dequeue time.

recording_url
: The URL of the recording of the call.

ring_time
: The time the system spent ringing the customer or the agent for the call.

track_description
: The configurable name of a track product.

transfer_destination
: Where the call gets transferred to. This destination could be off the platform or to another agent or queue/IVR.

transfer_duration
: The duration in seconds the system spent transferring the call.

Dialer elements (outbound)

address1
: First line of address for the lead in the list. Lead information as loaded with the lead list.

address2
: Second line of address for the lead in the list. Lead information as loaded with the lead list.

agent_disposition
: Agent disposition of the call.

age
nt_externid
: External ID of the agent, if configured.

agent_firstname
: First name of the connected agent.

agent_lastname
: Last name of the connected agent.

agent_id
: A system-generated unique identifier for the agent.

agent_notes
: Notes entered by the agent with the disposition.

agent_username
: The username of the agent who handled the call.

aux_data1
: Auxiliary data from the lead. Lead information as loaded with the lead list.

aux_data2
: Auxiliary data from the lead. Lead information as loaded with the lead list.

aux_data3
: Auxiliary data from the lead. Lead information as loaded with the lead list.

aux_data4
: Auxiliary data from the lead. Lead information as loaded with the lead list.

aux_data5
: Auxiliary data from the lead. Lead information as loaded with the lead list.

aux_phone
: Auxiliary data from the lead. Lead information as loaded with the lead list.

call_start
: Date and time outbound call was initiated (YYYY-MM-DD HH24:MMSS).

city
: The city for the lead in the list. Lead information as loaded with the lead list.

duration
: Length of the call in seconds.

email
: The email address for the lead in the list. Lead information as loaded with the lead list.

extern_id
: The external ID for the lead in the list. Lead information as loaded with the lead list.

fin
al_pass
: Indicates if this is the final pass for the given lead.

first_name
: The first name of the lead in the list. Lead information as loaded with the lead list.

gate_keeper
: Lead information as loaded with the lead list.

last_name
: The last name of the lead in the list. Lead information as loaded with the lead list.

lead_id
: A system-generated ID number of the list containing the dialed lead.

lead_phone_last4
: The last 4 digits of the lead phone number.

lead_phone_npa
: The area code of the lead phone number.

lead_phone_nxx
: Digits 4-6 of the caller's phone number, the three digits following the area code.

lead_phone
: Phone number for the lead in the list. Lead information as loaded with the lead list.

lead_state
: The current state of the lead: Ready, Complete, Pending, etc.

lead_timezone
: Timezone of the lead as determined by the system at the time of lead load.

list_description
: A description of the list containing the dialed lead.

list_id
: The system-generated ID number of the list containing the dialed lead.

mid_name
: Lead information as loaded with the lead list.

pass_disposition
: Dial disposition for the call.

pass_dts
: Date and time of the outbound call.

pass_number
: Dial number of this pass on the given lead.

pass_uii
: A unique identifier for the call.

state
: The state of the address for the lead in the list. Lead information as loaded with the lead list.

suffix
: Name suffix for the lead in the lead. Lead information as loaded with the lead list.

title
: Title for the lead in the list. Lead information as loaded with the lead list.

zi
p
: Zip code for the lead in the list. Lead information as loaded with the lead list.

Session termination elements

sess_agent_externid
: External Agent ID of the agent on the session.

sess_agent_firstname
: First name of the agent.

sess_agent_id
: The agent ID associated with the call that uniquely identifies the agent.

sess_agent_lastname
: Last name of the agent.

sess_agent_phone
: The phone number of the agent on the session.

sess_agent_perspective_recording_url
: URL of call recording with audio separated into two distinct channels. One channel containing the audio from the agent, and one channel with audio of all others parties on call (Deprecated).

agent_recording_url
: Same as sess_agent_perspective_recording_url, but using newer naming conventions.

sess_agent_username
: User name of the agent, configured at agent creation.

sess_dial_disposition
: The telephony result of the dial.

sess_dial_dts
: Date and time of the dial.

sess_dial_duration
: Duration in seconds of the dial.

Sess_duration
: Duration in seconds of the session.

sess_phone
: Phone number of the callee.

sess_session_id
: Session ID of the particular leg of the call.

sess_term_party
: Who ended the call.

sess_term_reason
: Why the call was ended.

Script data elements

To send the results of an agent script via SOAP/HTTP, configure and save the script first, then create the SOAP/HTTP service and configure the web service to include the data embedded in a script. For more information on scripts, see Intro to agent scripting.

Event triggers

You can transmit a real-time feed of data elements at a number of different points in a call’s lifecycle:

Inbound calls:

When an inbound call dequeues.

When an agent connects.

When a call ends.

When an agent dispositions an inbound call.

When certain queue events occur.

When customers select IVR touch tones.

Outbound calls:

When a call ends.

When an agent dispositions a call.

When an agent connects.

Cloud routing:

When calls start, connect, or end.

Track numbers:

When a call ends.

Chat:

When a new chat request goes into queue.

When a chat request dequeues to an agent.

When an agent connects.

When a chat ends.

When certain queue events occur.

This table shows availability of data elements for each event. A check mark shows available, while an ‘X’ shows unavailable. Where there is a tag with the same name for ACD and Dialer, this chart reflects availability assuming you should use the appropriate tag.

Tag	Dequeue	Agent connect	Agent termination	Post call	Post disposition	Transfer termination	ACD	Dialer	Session
address1	X	✓	✓	✓	✓	✓	X	✓	X
address2	X	✓	✓	✓	✓	✓	X	✓	X
agent_ disposition	X	✓	✓	✓	✓	✓	X	✓	X
agent_ duration	✓	✓	✓	✓	✓	✓	✓	X	X
agent_ externid	✓	✓	✓	✓	✓	✓	✓	✓	X
agent_ firstname	X	✓	✓	✓	✓	✓	X	✓	X
agent_id	✓	✓	✓	✓	✓	✓	✓	✓	X
agent_ lastname	X	✓	✓	✓	✓	✓	X	✓	X
agent_ location	✓	✓	✓	✓	✓	✓	✓	X	X
agent_ notes	X	✓	✓	✓	✓	✓	X	✓	X
agent_ phone	✓	✓	✓	✓	✓	✓	✓	X	X
agent_ team	✓	✓	✓	✓	✓	✓	✓	X	X
agent_ username	✓	✓	✓	✓	✓	✓	✓	✓	✓
agent_ wait_time	✓	✓	✓	✓	✓	✓	✓	X	X
agent_ wrap_time	✓	✓	✓	✓	✓	✓	✓	X	X
ani	✓	✓	✓	✓	✓	✓	✓	X	X
ani_last4	✓	✓	✓	✓	✓	✓	✓	X	X
ani_npa	✓	✓	✓	✓	✓	✓	✓	X	X
ani_nxx	✓	✓	✓	✓	✓	✓	✓	X	X
aux_data1	X	✓	✓	✓	✓	✓	X	✓	X
aux_data2	X	✓	✓	✓	✓	✓	X	✓	X
aux_data3	X	✓	✓	✓	✓	✓	X	✓	X
aux_data4	X	✓	✓	✓	✓	✓	X	✓	X
aux_data5	X	✓	✓	✓	✓	✓	X	✓	X
aux_phone	X	✓	✓	✓	✓	✓	X	✓	X
call_result	✓	✓	✓	✓	✓	✓	✓	X	X
call_start	✓	✓	✓	✓	✓	✓	✓	✓	X
campaign_id	✓	✓	✓	✓	✓	✓	✓	X	X
campaign_ name	✓	✓	✓	✓	✓	✓	✓	X	X
city	X	✓	✓	✓	✓	✓	X	✓	X
cloud_ connect_ dest	✓	✓	✓	✓	✓	✓	✓	X	X
cloud_ connect_ duration	✓	✓	✓	✓	✓	✓	✓	X	X
cloud_ connected_ id	✓	✓	✓	✓	✓	✓	✓	X	X
cloud_ connected_ name	✓	✓	✓	✓	✓	✓	✓	X	X
cloud_ profile_ id	✓	✓	✓	✓	✓	✓	✓	X	X
cloud_ profile_ name	✓	✓	✓	✓	✓	✓	✓	X	X
dequeue_ time	✓	✓	✓	✓	✓	✓	✓	X	X
dial_type	✓	✓	✓	✓	✓	✓	✓	X	X
dnis	✓	✓	✓	✓	✓	✓	✓	X	X
duration	✓	✓	✓	✓	✓	✓	✓	✓	X
email	X	✓	✓	✓	✓	✓	X	✓	X
enqueue_ time	✓	✓	✓	✓	✓	✓	✓	X	X
extern_id	X	✓	✓	✓	✓	✓	X	✓	X
final_pass	X	✓	✓	✓	✓	✓	X	✓	X
first_name	X	✓	✓	✓	✓	✓	X	✓	X
gate_id	✓	✓	✓	✓	✓	✓	✓	X	X
gate_keeper	X	✓	✓	✓	✓	✓	X	✓	X
gate_name	✓	✓	✓	✓	✓	✓	✓	X	X
hold_time	✓	✓	✓	✓	✓	✓	✓	X	X
ivr_durationj	✓	✓	✓	✓	✓	✓	✓	X	X
Ivr_term_ party	✓	✓	✓	✓	✓	✓	✓	X	X
Ivr_term_ reason	✓	✓	✓	✓	✓	✓	✓	X	X
last_name	X	✓	✓	✓	✓	✓	X	✓	X
lead_id	✓	✓	✓	✓	✓	✓	✓	✓	X
lead_phone	X	✓	✓	✓	✓	✓	X	✓	X
lead_phone_ last4	X	✓	✓	✓	✓	✓	X	✓	X
lead_phone_ npa	X	✓	✓	✓	✓	✓	X	✓	X
lead_phone_ nxx	X	✓	✓	✓	✓	✓	X	✓	X
lead_state	X	✓	✓	✓	✓	✓	X	✓	X
lead_ timezone	X	✓	✓	✓	✓	✓	X	✓	X
list_ description	X	✓	✓	✓	✓	✓	X	✓	X
list_id	X	✓	✓	✓	✓	✓	X	✓	X
mid_name	X	✓	✓	✓	✓	✓	X	✓	X
orig_dnis	✓	✓	✓	✓	✓	✓	✓	X	X
outbound_ disposition	X	✓	✓	✓	✓	✓	✓	X	X
outbound_ externid	✓	✓	✓	✓	✓	✓	✓	X	X
pass_ disposition	X	✓	✓	✓	✓	✓	X	✓	X
pass_dts	X	✓	✓	✓	✓	✓	X	✓	X
pass_ number	X	✓	✓	✓	✓	✓	X	✓	X
pass_uii	X	✓	✓	✓	✓	✓	X	✓	X
queue_ duration	✓	✓	✓	✓	✓	✓	✓	X	X
recording_ url	X	X	✓	✓	✓	✓	✓	X	X
ring_time	✓	✓	✓	✓	✓	✓	✓	X	X
sess_agent_ externid	X	X	X	✓	✓	✓	X	X	✓
sess_agent_ firstname	X	X	X	✓	✓	✓	X	X	✓
sess_agent_ id	X	X	X	✓	✓	✓	X	X	✓
sess_agent_ lastname	X	X	X	✓	X	✓	X	X	✓
sess_agent_ phone	X	X	X	✓	X	✓	X	X	✓
sess_agent_ username	X	X	X	✓	X	✓	X	X	✓
sess_dial_ disposition	X	X	X	✓	X	✓	X	X	✓
sess_dial_ dts	X	X	X	✓	X	✓	X	X	✓
sess_ duration	X	X	X	✓	X	✓	X	X	✓
sess_phone	X	X	X	✓	X	✓	X	X	✓
sess_ session_id	X	X	X	✓	X	✓	X	X	✓
sess_term_ party	X	X	X	✓	X	✓	X	X	✓
sess_term_ reason	X	X	X	✓	X	✓	X	X	✓
state	X	✓	✓	✓	✓	✓	X	✓	X
suffix	X	✓	✓	✓	✓	✓	X	✓	X
title	X	✓	✓	✓	✓	✓	X	✓	X
track_ description	✓	✓	✓	✓	✓	✓	✓	X	X
transfer_ destination	✓	✓	✓	✓	✓	✓	✓	X	X
uii	✓	✓	✓	✓	✓	✓	✓	X	X
zip	X	✓	✓	✓	✓	✓	X	✓	X

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