You can define your own custom parameters to use within workflow elements and workflow instances or as Service context. They provide more flexibility in the creation of complex workflows or sending CRM data. 

The ‘Parameters’ page is accessible on Settings -> Service section -> Parameters

WebConfigurator - Service Parameters Page

The 'Parameter' page contains the following settings:

Control NameDescription


Parameter name.

Organization Unit

Select Organization Unit  to which the parameter will be assigned.


Specify parameter’s template in format: %ParameterName%.

Default Value

Specify a value that the will be used if no data was entered.


Specify a parameter’s name which is used in workflow activities.


  • Set to ‘true’ to make the parameter value be absent in log files.
  • Set to ‘false’ to make the parameter value be present in log files.

The check box is ‘false’ by default.


Short description about parameter.

Sharing Parameters between Services

Sharing parameters in internal Service transfers

Custom-defined parameters (not System Parameters) can be shared across Services during an internal transfer.

To do so: 

  1. Configure a custom parameter of your choice
  2. Assign this parameter to Service A
  3. Fill this parameter in Service A (e.g. by using a Web Request either in a Workflow (external Web Request Activity) or with Triggers.
  4. Make a call to Service A
  5. Take the call with an Agent A.
  6. Transfer the call (blind, attended, consultative) to Service B
  7. Observe in Service B that the parameter value set in Service A is has been set for Service B already.
    (lightbulb) For instance you can make a routing decision coming from A directly in the Workflow of Service B.

List of System Parameters

NameDescriptionDefault Value
1AgentDisplayNameDisplay name of the Agent<Empty>
2AgentSamSAM of the Agent<Empty>
3AgentSidSID of the Agent<Empty>
4AgentSipUriSIP-URI of the Agentsip:unknown@unknown
5AgentSipUriWithoutSipPrefixParameter to provide Agents Endpoint Address without the SIP prefixunknown@unknown
6AgentUpnUPN of the Agent<Empty>
7CallerDisplayNameDisplay name of the CallerUnknown
8CallerSipUriSIP URI of the Callersip:unknown@unknown
9CallerTelNumberTelephone number of the Caller+4100000000
10CallerTelNumberURLEncodedTelephone number of the Caller URL encoded%2B4100000000
11CallerTelUriTelephone URI of the Callersip:+4100000000@unknown
12ConsultativeTransferIdentifierConsultative transfer Identifier<Empty>
13CurrentQueueDurationCurrent Queue Duration for the call0
14CurrentQueuePositionCurrent Queue Position for the call0
15CurrentSystemTimeServer Time0
16CustomerCallbackNumberCustomer Callback Number+00000000000
17CustomerCallbackNumberURLEncodedCustomer Callback Number URL encoded %2B00000000000
18DialogMasterScriptUriURI for Dialog Master scripthttp://MissedDIalogMasterScriptUri
19ExternalTaskIdExternalTaskID set by Luware APIUnknown
20FrontCallIdSIP Frontcall ID00000000-0000-0000-0000-000000000000
21IncomingServiceDisplayNameDisplay name of the Servcie the conversation was received onUnknown
22IncomingServiceSipUriSIP URI of the Service the conversation was received on sip:unknown@unknown
23IncomingServiceTelNumberTelephone Number of the Service the conversation was received on +4100000000
24InitialQueuePositionInitial queue position for the call0
25LastAgentTransferTypeLast Agent Transfer TypeNone

SIP Frontcall ID of the first incoming SIP invite message.

(warning)  This ID will stay the same, independent of call actions such as transfers.

27ParameterCallerTelNumberWithoutPlusTelephone number of the Caller without the "+" character.


28RetargetInitiatorSipUriSIP URI of the Intitatior of a retargetsip:unknown@unknown
29ServiceCultureCurrent Service cultureUnknown
30ServiceDisplayNameService Display nameUnknown
31ServiceIdInternal ID of the ServiceUnknown
32ServiceSipUriSIP URI of the Servicesip:unknown@unknown
33ServiceTelNumberTelephone number of the Service+41000000000
34SessionAgentTokenToken to ensure SessionAgent00000000-0000-0000-0000-000000000000
35SiebelCrmActivityIdSiebel CRM Activity IDUnknown
36SnowCallerIdSnow Caller ID<Empty>
37SnowCompanyIdSnow Company ID<Empty>
38SnowCompanyNameSnow Company Name<Empty>
39SnowFirstNameSnow First Name<Empty>
40SnowIncidentIdSnow Incident ID<Empty>
41SnowLanguageSnow Language<Empty>
42SnowLastNameSnow Last Name<Empty>
43TargetDisplayNameDisplay name of the TargetUnknown
44TargetSipUriSip URI of the Targetsip:unknown@unknown
45TargetTelNumberTelephone number of the Target+41000000000
46TargetTelNumberURLEncodedTelephone URI of the target URL encoded%2B41000000000
47TargetTelUriTelephone Uri of the Targetsip:+41000000000@unknown
48TicketIdZendesk Ticket ID<Empty>
49TransferorDisplayNameDisplay name (FirstName + LastName) of the TransferorUnknown
50TransferorSipUriSIP URI of the Transferorsip:unknown@unknown
51TransferTargetDisplayNameDisplay name of the transfer Target<Empty>
52TransferTargetSamSAM of the transfer Target<Empty>
53TransferTargetSidSID of the transfer Target<Empty>
54TransferTargetSipUriSIPURI of the transfer Targetsip:unknown@unknown
55TransferTargetUpnUpn of the transfer Target<Empty>

Delete Parameters

(info) LUCS comes with a selection of "System" level parameters which cannot be deleted. 

To delete a custom parameter, select it in the list and press "Delete". 

Deletion of parameters in use is not possible and the delete-button is greyed out. Hold your mouse over the delete-button to see where the parameter is used.