Stratus Agent allows to extend call and chat functionality by providing context. The context is stored in a pool that can be made individually available to services as part of their settings.

Your defined conversation Context is selectable within within your Service Call Context tab when configuring your services.


The table of settings for a call service:

Field NameDescription

Name

Conversation Context data entity clear name to show within other UI elements of Stratus Agent

Organization Unit

Organization Unit to which the Conversation Context will be assigned and accessible to.

Application GUID

Application GUID is a random unique number that is needed to identify the contextual application.

(info) → A GUID is generated and set automatically after the addition of a new Conversation Context.

Internal URL

and

External URL

  • The internal URL of the Conversation Context is required for applications running inside the Conversation Window Extension. Specifies a context application URL in the Microsoft SfB Server domain.
  • The external URL is used when a client signs in from outside the SfB domain.

(info) The application detects automatically which URL to use, InternalURL or ExternalURL, based on the client location. This entry also accepts the three optional parameters.

  • Path to website in format http://
  • + IP or DNS of the machine where client installed
  • + port number.


Parameters in URLs

To use the parameters and their values in the URL add  %AppData%  part to the link.

Example: "http://machine.dev.local/help/urlparser%AppData%."

Parameters have to be added to Parameter List section and defined in Parameter Pattern fields.

Application Path

Specifies the path of a desktop application. When left empty, no start link will be shown. 

Install Link

Specifies a URL pointing to an installation file that you provide. A clickable link displays if a package is not installed on the receiving computer.

Windowsize Type

Sets the minimum size (in pixels) of the Conversation Window Extension:

  • Small: 300 x 200 pixels,
  • Medium: 400 x 600 pixels
  • Large: 800 x 600 pixels. 

Type

Possible values are WEBSITE or APPLICATION (.exe)

(lightbulb)  WEB is used primarily within Stratus Agent. 

Is Default Context

Specifies whether this package is the default package for all unassigned calls. 

Open in Standard Browser

Opens content in your standard browser window:

  • ‘At Ring’ when a call reaches an agent.
  • ‘At Answer Call’ when a agent answers the call (is set by Default).

Trigger for Task Type

Select types of tasks for which Conversation context will be opened:

  • Inbound Service
  • Outbound Service
  • Callback

(info) Only available when when 'Standard Browser' is selected:

  • External tasks
  • Internal Consultation Service Context

Parameter Pattern

A list of parameters that will be used in contextual conversation. Actual values stored in those parameters will be shown to an agent. Has to be set in the following key-value pair format:

'?parameter1Name.Key=parameter1Name.Value& parameter2Name.Key=parameter2Name.Value&…'

(info) All parameters to be used have to be added to parameter list field using the . Also see the example above in "Internal / External URL"

Parameter list

List of parameters is used in pattern.

List of System Parameters

The following parameters are already available in Stratus Agent and may be used in context:



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
26OriginalCustomerCallId

SIP Frontcall ID of the first incoming SIP invite message.

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

00000000-0000-0000-0000-000000000000
27ParameterCallerTelNumberWithoutPlusTelephone number of the Caller without the "+" character.

41000000000

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>

Add Context

You can add new context by clicking ‘+Add‘ or edit any existing entry in the list.

The ‘Conversation Context’ page is accessible on Settings -> Service -> Conversation Context:

Conversation Context details

Delete Context

If any service is using the context, the ‘Delete’ button is disabled. You need to delete the conversation context from the services before being able to delete.

(lightbulb) Mouse over the "Delete" button to see a list of services where this context is used.