Outbound Expanded Call Context (ECC) Variables

Unified CCX uses pre-defined ECC variables to exchange data with CTI clients for the outbound feature. See the following table for a complete list of the pre-defined ECC variables that are used for the outbound feature.

Note

These ECC variables should not be used by the CTI client for other purposes. They are reserved for the outbound feature.

Outbound Expanded Call Context (ECC) Variables

ECC variable

Description

BACampaign

Indicates the name of the Outbound Dialer campaign to which the call belongs.

BAAccountNumber

Identifies a customer account number and can be used by CTI clients to perform a database lookup to obtain additional customer data.

This ECC variable displays only if the data was available in the customer import file.

Note

The maximum character length of this ECC variable is 30 characters.

BAResponse

Multi-purpose placeholder that sends data from CTI client to the Outbound Dialer. This variable is used when the CTI client responds to the server’s agent reservation request (for example: Accept, Reject, Skip, and so on). It is also used to schedule and cancel callbacks and make changes to the callback number.

BAStatus

Contains two characters indicating the mode and direction of the Outbound Dialer initiated call:

  • The first character identifies the call mode ( "D" = Direct Preview reservation for Unified CCX, "C" = Connected to Customer, "Z" = Transferred/Conferenced)
  • The second character identifies the direction (always "O" = Outbound for Unified CCX).

So a BAStatus of DO would indicate a Direct Preview Reservation call and a BAStatus of CO would indicate that this is an Outbound call that is connected to a customer. If an outbound call is transferred or conferenced, the BAStatus is set to ZO.

BADialedListID

A unique key identifying a specific customer record.

BATimeZone

Indicates the GMT offset, in minutes, for the customer’s time zone and obtains the customer’s local time.

BABuddyName

Contains the customer’s first and last name separated by a comma, if provided in the contacts list imported for the campaign.

BACustomerNumber

Contains dialed customer phone number