CommFlow/Script Mapping Standardizations

A number of fields are required to be added to each Script, then mapped on the CommFlow. This allows for accurate reporting by the ACD.

 ALL FIELDS/NODES ARE CASE SENSITIVE!

1. Script

Location: Additional Info slide

The following are all Text fields, and do not match to any of the current Standard Fields offered, except where noted.

• Agent Call Id
• Agent Id
• Agent Name
• ANI
• Call Campaign Id
• Call Program Id
• DNIS
• Root Call Id
• External Call Id
  *for external ACD use only

Location: Constant Fields slide

• DispoMode
  *For details on how this field is used, see the article titled Using the C3S Integration.
• TestMode
  *TestMode is a Standard Field

2. CommFlow

The above Session Fields must also be mapped on the Parameters tab of the embed node of the CommFlow. 

• agent_call_id
• agent_id
• agent_name
• ani
• campaign_id
• program_id
• dnis
• root_call_id
• external_call_id

These are only the main standardized SC ACD fields that are required for reporting, if not using SC Analytics. Your script(s) may use others.

For more information about how to map a CommFlow, click here.