Session Overview

The system automatically associates a contact with a session when the contact is received (inbound) or initiated (outbound). You can use the Get Session step to create sessions manually; you may want to do so when you want to use sessions for HTTP or e-mail contacts.

Customer information stored in a session object can persist for a specified length of time after the contact ends and can be made available to a subsequent contact. This feature can save customers the need to re-enter information such as credit card account digits.

You can store any type of information in these session objects and use the Set Session Info and Get Session Info steps to retrieve it.

Examples of session events include

• A call contact connected to an agent

• A call contact redirected to another agent or back to an Interactive Voice Response (IVR) application.

• A call contact redirected from one application to another application on the same IVR server.