Get Call Contact Info Step

Use the Get Call Contact Info step to access call-specific information and to store values in specified variables.

Note	To support E.164 compliance, Unified CCX allows you to add “+” preceding to an agent extension or a route point directory number.

Figure describes the properties of the Get Call Contact Info customizer window.

Get Call Contact Info Customizer Window

You can use this step to handle a call in a variety of ways depending on the source of the call and other properties associated with the session. For example, you can use this step with a Call Redirect step to transfer a call to another extension, or you can use this step with a Play Prompt step to play a voice prompt.

The following table describes the properties of the Get Call Contact Info customizer window

Get Call Contact Info Properties
Properties / Buttons	Description
Call Contact	Contact for which you want to get information. Default is Triggering Contact, unless another contact is defined.
Attributes (Names and Variables)
Calling Number	The variable that stores the number of the originator of the call. If the call is an outbound call, this variable is the number dialed out.
Called Number	The variable that stores the number called by the calling party.
Arrival Type	The variable that holds the arrival type of the call. (See Table 2-30 for supported arrival types.)
Last Redirected Number	The number from which the last call diversion or transfer was invoked. This is the number at which the call was placed immediately before the current number.
Original Called Number	The number called from the perspective of the called party.

The following table describes the arrival types of the Get Call Contact Info step:

Get Call Contact Info—Arrival Types (continued)
(Event) Arrival Type	Description
UNKNOWN	The system is unable to determine how the call arrived.
DIRECT	Incoming call that came directly from the originator.
REDIRECT	Incoming call that was redirected to this application.
FORWARD_ALL	Incoming call that was forwarded from its original destination.
FORWARD_BUSY	Call that was forwarded to the current application because the original extension was busy.
FORWARD_NO_ANSWER	Call that was forwarded to the current application because the original extension exceeded the maximum number of rings.
TRANSFER	Incoming call that originated locally as part of the Transfer feature.
OUTBOUND	Call that was the result of an outgoing call created by an application.
TIME_OF_DAY	Call that was the result of a time-of-day forwarding.
DO_NOT_DISTURB	Call that was the result of a do-not-disturb forwarding.
FOLLOW_ME	Call that was the result of a follow-me forwarding.
OUT_OF_SERVICE	Call that was received because the originally called party was out of service.
AWAY	Call that was received because the originally called party was away.