Switch call ID

Description

A unique call identifier for the 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.. This value is typically received through CTI or from signaling. You can filter by single or multiple numbers, or upload a list of numbers from an external file. For example, from data warehouses or CRM systems.

In searches, it is used to search for interactions, evaluations, and assessments.

Field information

N/A

Valid characters

This value is a Unicode character data. The value can contain up to 256 alphanumeric characters.

Value can contain:

  • Any number

  • Any letter (in any supported language)

  • Spaces

  • Special characters:

    Valid special characters

    !

    @

    #

    $

    %

    ^

    &

    *

    ()

    _

    +

    =

    <>

    ,

    .

    ?

    /

    :

    ;

    '

    {}

    []

    |

    ~

    `

     

     

     

     

     

  • An external file can contain up to 500,000 values.

Wildcard usage

  • You can search for a Switch Call ID by using either the single character placeholder (?) or multi-character placeholder (*).

    For example, when you type Sal*, the system retrieves both the words Sale and Sales.

  • In searches with multiple Switch Call ID values, wildcards are not permitted.

Note

Only call identifiers that are received for the recorded interaction of the call are available for tagging with the recording. The Switch Call ID can change as the call is routed through the customer 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 Switch Call ID associated to the interactions of the recorded call.

Some integrations do not have a proper call ID. In this case, the Recorder Integration Service generates a call ID.