Service Parameters

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 Name	Description
Name	Parameter name.
Organization Unit	Select Organization Unit to which the parameter will be assigned.
Value	Specify parameter’s template in format: %ParameterName%.
Default Value	Specify a value that the will be used if no data was entered.
Parameter	Specify a parameter’s name which is used in workflow activities.
Sensitive	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.
Description	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:

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

List of System Parameters

	Name	Description	Default Value
1	AgentDisplayName	Display name of the Agent	<Empty>
2	AgentSam	SAM of the Agent	<Empty>
3	AgentSid	SID of the Agent	<Empty>
4	AgentSipUri	SIP-URI of the Agent	sip:unknown@unknown
5	AgentSipUriWithoutSipPrefix	Parameter to provide Agents Endpoint Address without the SIP prefix	unknown@unknown
6	AgentUpn	UPN of the Agent	<Empty>
7	CallerDisplayName	Display name of the Caller	Unknown
8	CallerSipUri	SIP URI of the Caller	sip:unknown@unknown
9	CallerTelNumber	Telephone number of the Caller	+4100000000
10	CallerTelNumberURLEncoded	Telephone number of the Caller URL encoded	%2B4100000000
11	CallerTelUri	Telephone URI of the Caller	sip:+4100000000@unknown
12	ConsultativeTransferIdentifier	Consultative transfer Identifier	<Empty>
13	CurrentQueueDuration	Current Queue Duration for the call	0
14	CurrentQueuePosition	Current Queue Position for the call	0
15	CurrentSystemTime	Server Time	0
16	CustomerCallbackNumber	Customer Callback Number	+00000000000
17	CustomerCallbackNumberURLEncoded	Customer Callback Number URL encoded	%2B00000000000
18	DialogMasterScriptUri	URI for Dialog Master script	http://MissedDIalogMasterScriptUri
19	ExternalTaskId	ExternalTaskID set by Luware API	Unknown
20	FrontCallId	SIP Frontcall ID	00000000-0000-0000-0000-000000000000
21	IncomingServiceDisplayName	Display name of the Servcie the conversation was received on	Unknown
22	IncomingServiceSipUri	SIP URI of the Service the conversation was received on	sip:unknown@unknown
23	IncomingServiceTelNumber	Telephone Number of the Service the conversation was received on	+4100000000
24	InitialQueuePosition	Initial queue position for the call	0
25	LastAgentTransferType	Last Agent Transfer Type	None
26	OriginalCustomerCallId	SIP Frontcall ID of the first incoming SIP invite message. This ID will stay the same, independent of call actions such as transfers.	00000000-0000-0000-0000-000000000000
27	ParameterCallerTelNumberWithoutPlus	Telephone number of the Caller without the "+" character.	41000000000
28	RetargetInitiatorSipUri	SIP URI of the Intitatior of a retarget	sip:unknown@unknown
29	ServiceCulture	Current Service culture	Unknown
30	ServiceDisplayName	Service Display name	Unknown
31	ServiceId	Internal ID of the Service	Unknown
32	ServiceSipUri	SIP URI of the Service	sip:unknown@unknown
33	ServiceTelNumber	Telephone number of the Service	+41000000000
34	SessionAgentToken	Token to ensure SessionAgent	00000000-0000-0000-0000-000000000000
35	SiebelCrmActivityId	Siebel CRM Activity ID	Unknown
36	SnowCallerId	Snow Caller ID	<Empty>
37	SnowCompanyId	Snow Company ID	<Empty>
38	SnowCompanyName	Snow Company Name	<Empty>
39	SnowFirstName	Snow First Name	<Empty>
40	SnowIncidentId	Snow Incident ID	<Empty>
41	SnowLanguage	Snow Language	<Empty>
42	SnowLastName	Snow Last Name	<Empty>
43	TargetDisplayName	Display name of the Target	Unknown
44	TargetSipUri	Sip URI of the Target	sip:unknown@unknown
45	TargetTelNumber	Telephone number of the Target	+41000000000
46	TargetTelNumberURLEncoded	Telephone URI of the target URL encoded	%2B41000000000
47	TargetTelUri	Telephone Uri of the Target	sip:+41000000000@unknown
48	TicketId	Zendesk Ticket ID	<Empty>
49	TransferorDisplayName	Display name (FirstName + LastName) of the Transferor	Unknown
50	TransferorSipUri	SIP URI of the Transferor	sip:unknown@unknown
51	TransferTargetDisplayName	Display name of the transfer Target	<Empty>
52	TransferTargetSam	SAM of the transfer Target	<Empty>
53	TransferTargetSid	SID of the transfer Target	<Empty>
54	TransferTargetSipUri	SIPURI of the transfer Target	sip:unknown@unknown
55	TransferTargetUpn	Upn of the transfer Target	<Empty>

Delete Parameters

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.