Configure adapter custom attributes

On any adapter you can configure the custom attributes to refer an external name. Custom attributes are created in the Enterprise Manager and retrieved by Recorder Manager.

Procedure 

1. Click General Setup > Integration Adapters > Attributes.

2. Select an adapter from the left pane.

3. Type an external name for the attributes available for this adapter. The external name can include these special characters: [ ] < > " & ! ?

   Attribute	Description
   ANI	The Automatic Number Identification or Caller ID.
   AgentID	The logon ID of the employee.
   AgentName	The employee involved in the call.
   CallDirection	Choice for the call direction.
   CallId	The identification of the call in the switch queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..
   CallRef	The reference number of the call.
   CallType	Type of call.
   CalledParty	The identification of the called person in the case of a Cisco switch.
   CalledPartyName	The name or Employee ID of the called person in the case of a Cisco switch.
   CallingParty	The identification of the party that initiated the call.
   CallingPartyName	The name of the party that initiated the call.
   ChannelName	The name assigned to the channel (maximum 24 for T1, 30 for E1).
   ChannelNumber	The channel number on which the call appears.
   ContactDuration	The contact The entire communication experience for a customer, from beginning to end. duration in seconds.
   DNIS	The Dialed Number Identification Service.
   DTMFDigits	The ANI-related tones generated by a touch tone telephone to denote the 10 numbers, star, and pound keys on a telephone.
   DataSourceName	The name of the switch.
   DeviceName	Either the Primary extension or workstation name.
   EmployeeGroup	The group to which the employee belongs.
   EventType	Event in a call, such as Employee Level, System Level, CTI Level, Contact Level.
   ExceptionReason	You can create a recording rule that will mark a call meeting the rule’s criteria as an exception. The Exception Reason field identifies the reason it’s considered an exception.
   ExtendedCallHistory	Provides a history of the call states through which the contact has gone.
   Extension	The employee’s phone extension.
   ExtractionJobName	The name of the extraction job that extracted the call.
   Fired Business Rules	Lists recording rules that have been triggered.
   FirstMessage	The first message sent by the Recorder.
   GlobalCallID	Globally unique call identifier. This will be populated in most environments if the switch or CTI infrastructure supports it.
   LastMessage	The last message sent by the Recorder.
   LoggedOnDuration	The length of time the employee was logged on the switch.
   NetworkID	The user’s network logon ID.
   NumberDialed	The number dialed.
   NumberOfHolds	The total number of holds in the contact.
   NumberOfConference	The total number of conference events in the contact.
   NumberOfTimes Transferred	The total number of transfers in the contact.
   Organization	The organization of the employee involved in the call.
   Parties	All parties involved in the current call.
   PauseDuration	The pause duration in seconds.
   PrimaryExtension	The primary extension of the phone associated with the recording.
   Queue	The switch queue.
   SerialNumber	The serial number of the Recorder for the primary recording of an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..
   Skill	The skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. of the employee on the switch, such as Genesys skills.
   SourceCallIdentifier	The unique identifier provided to the call by the source recording system Process of capturing an employee-customer interaction for playback, screen and dialer-based interactions, and evaluation purposes.. This identifier is mapped to ensure that the source identifier of each call is maintained when the call is extracted.
   Source QM Database Server role in the Data Center used to store Quality Monitoring application data. Server	Not supported.
   SupervisorName	The supervisor of the employee involved in the call.
   ThirdParty	Identification of a third party in the call.
   TimeOnHold	The total amount of time in seconds the contact was on hold.
   Trunk	The Trunk on which the contact is being recorded.
   TrunkGroup	The Trunk Group on which the contact is being recorded.
   Workstation	The name of the employee’s workstation.
   WrapupTime	Indicates how much time the employee spent doing work related to the call after the call ends.

   All of the above are available in the Attributes area in the Enterprise Manager.

4. Click Save. The attributes are saved for the selected adapter.

Related topics 

Supported Integration Service CTI adapters

Adapter behavior and troubleshooting