Visual Force screen pop CTI parameters
Visual Force pages not in the managed package provided by Geomant are not created or maintained by Geomant. Correctly reading and using the parameters to construct the Visual Force page requires expertise in Visual Force. Unless specifically agreed upon, Geomant is not responsible for supporting any issues that arise from an incorrect Visual Force implementation, other than providing information on the meaning, possible values, etc. of URL parameters passed to the page by DC4CRM. Understanding the meaning of parameters may require some Avaya CM expertise.
When configured in the Softphone Layout, DC4CRM can pop Visual Force pages created by the organization using it. Various CTI information s about the call is passed to the page as URL parameters. The available parameter names and the meaning of each is summarized in the table below. All parameter names are lowercase.
| URL parameter name | Notes | Possible values |
|---|---|---|
| called | The called number. For outbound calls, this is the same as "remotenumber" except formatting rules are not applied. For inbound calls, this is the number the customer called. | <phone number>, <formatted number> |
| callstarted | The UNIX time stamp of when the call started. May differ from current time for certain conference scenarios. | The number of milliseconds since epoch when the call started. |
| currentstate | The state of the call when the screen popped. It is almost always "ringing", or "talking" for auto-answered calls. | "ringing", "talking" |
| collectvdn | If the incoming call went through a vector collecting digits, this is the extension of the VDN for that vector. | <CM extension> |
| delivering | Name of the delivering device, when applicable. This usually means the name of the Hunt Group the call came through | Name of a Hunt Group |
| delivacd | Extension of the delivering device, when applicable. This usually means the extension of the Hunt Group the call came through. | |
| dist_addr | Extension of the distributing device, when applicable. This usually means the extension of the VDN the call came through. | |
| digits | List of digits pressed by the customer when promted to do so going through steps in a vector. These digits are usually only meaningful if the vector collecting them is known, use the "collectvdn" parameter. | List of digits, e.g "3432#*" |
| inbound | "true" if the call is inbound, "false" if outbound | "true", "false" |
| remotenumber | The formatted phone number of the remote party (i.e. the customer, or not-the-agent end of the call). The exact formatting (E.164, National, etc.) depends on Call Center settings. It should match the format you use in SF.com object Phone fields. | <formatted number> |
| uui | User-to-User Information attached to the call. This can be generated by certain 3rd party telephony components for incoming calls. Refer to documentation in those components to interpret 3rd party UUI messages. | <3rd party data> |
| ucid | Unique Call Identifier. This can be used to later match CRM call logs to telephony call logs. It's a long number constructed from a CM ID, a timestamp and the Call ID. | <CM UCID> |
| vdn | Name of the distributing device, when applicable. This usually means the name of the VDN the call came through. | Name of a VDN |
Example:
https://geomant.eu2.visual.force.com/apex/CTIPage?remotenumber=+3612345678&inbound=true&ucid=00001049941500294496&callstarted=1500294513420&uui=&called=9876&vdn=TestVDN&delivering=TestHG&dist_addr=1234&delivacd=2345&collectvdn=&digits=
This could be a valid URL opened by DC4CRM. From it, you can tell that:
- the customer number is +3612345678
- it's an inbound call
- there is no UUI or collected digits
- call came through VND 1234 (called TestVDN) and hunt group 2345 (called TestHG)