Using Mapping identifiers

A Cisco Unified CCX script uses one or more mapping identifiers to identify sessions. These mapping identifiers allow a script to tag a given session with customer-specific information that the script then retrieves on a subsequent call or HTTP request. You can use any kind of information that can be received by the script as a mapping identifier.

For example, suppose a caller places a call and enters information, including an account number that the system uses as a mapping identifier. If the caller places a second call relatively soon after the first call, and re-enters the account number, the script retrieves the earlier session that contains all the previously entered information.

In this case, the script re-assigns the original session object to the call to replace the one that was created when the caller placed the second call.

A session for which a mapping identifier has been added by a script will typically persist in memory for 30 minutes after the contact has ended. You can configure this value in the System Parameters section of the Cisco Unified CCX Applications Administration web interface.