Avaya 15-601063 manual MS-CRM Call Data Tagging, Additional Examples

Results

The action has several possible results, used if the call is not answered at the transfer destination.

MS-CRM Call Data Tagging

Call Data Tags enable advanced scenarios to be built around your Microsoft CRM 3.0 and Avaya Microsoft CRM Integration Solution. In situations where CLI/ANI matching is not sufficient, you can add screening and specific data collection interactions with your customers using the Voicemail Pro. The Voicemail Pro assisted transfer action can be used to pass data to users and pop matching records based on that data.

Based on your solutions requirements, you could obtain and verify the data collected, and then transfer the call with a data tag, that will utilize your specific criteria to lookup the required, account, contact or case, once the call is offered.

The tags are conformant xml fragments, they are comprised of an element AV_M and two attributes the Microsoft CRM entity (account, contact or incident) and the schema name of the field to match on, in this example ‘contactid’ and the data is the record key.

For example:

∙<AV_M O="contact" S="contactid" >{e44e6dbf-bd2a-da11-badb-505054503030}</AV_M>

where

∙<AV_M = element name.

∙O="contact" = crm entity.

∙S="contactid" = attribute to search on.

∙> = end of element attributes

∙{e44e6dbf-bd2a-da11-badb-505054503030}= the data to match on, this should be unique.

∙</AV_M> - Closing tag.

The xml element name, attributes names and Microsoft CRM entity and schema names are case sensitive.

Additional Examples

∙Account – Account Number: <AV_M O="account" S="accountnumber" >TL00001</AV_M>

∙Case – Ticket Number: <AV_M O="incident" S="ticketnumber" >CAS-01001</AV_M>

Voicemail Pro	Page 264
IP Office	15-601063 Issue 20l (03 March 2009)