Switch call ID search
Search for interactions based on the unique interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. identifier assigned to each interaction. This value is typically received through CTI or from signaling.
Where to find
From Advanced Search, select Switches.
Valid Characters
This is a non-Unicode character data. The value can contain up to 16 alphanumeric characters.
Value can contain:
-
Any number or letter (for supported languages)
-
Special characters:!@#$%^&*()_+=<>,.?/:;'{}[]|~`
Wildcard Usage
You can search for a Switch Call ID by using either the single character placeholder (?) or multi-character placeholder (*) wildcards.
For example, entering Sal* will retrieve both the words Sale and Sales.
Indexed
This is an indexed field meaning that performing a search based on this field improves the search performance.
Usage notes
The database field that holds this value is 16 characters, therefore it is possible that the value stored will be a truncated version of the original identifier.
Only call identifiers that are received for the recorded interaction of the interaction are available for tagging with the recording. If the Switch Call ID changes as the interaction is routed through the customer’s telephony network, the system tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. only the first or last one associated to the interactions of the interaction that are recorded.
Some integrations do not have a proper interaction ID. In the absence of an ID, one is generated by the Recorder Integration Service.
The indexed search improvements are disabled when wildcards are used. In such usage, the search must be accompanied by additional criteria.