ccp filter based on attached data

[PK]

Starting with s/s 7.0 it is possible to create statistics on attached data. Can this be used to display a caller number next to agent in ccp template? Ocs attaches GSW_PHONE user-data to every call so I thought I could use this in defining my statistic:

category = totalcustomvalue
Formula = GetNumber["GSW_PHONE"]

But when I use it in my ccp I get N/A instead of a value.  Can someone please show me the right way to display value of GSW_Phone in CCP?

yours in despair,

PK

[Jim H.]

There are several problems you are facing here.

First - GSW_PHONE is attached to the call BEFORE it arrives to the agent, therefore, GetNumber will not be able to get it.
What you need to do, is use GetGlobalNumber, because then it will allow you to capture the data you need.
Also, please keep in mind that GetGlobalNumber gets... yes, number, not a string, so you have to be very careful there.

And third, but not lost, make sure that you make sure that you are basing your statistic on the instantaneous event to make sure that you get the notification only once per call, otherwise it will... add up. Don't ask me why...

[ShowCallANI]
Category = CurrentCustomValue
Formula = GetGlobalNumber("GSW_PHONE", -1)
MainMask = CallOutbound
Subject = DNAction
Objects = Agent, GroupAgents
Description = "Display number attached to GSW_PHONE"

Try this and see if this will work for you.  In order for your statistic to work your agent should attach GSW_PHONE to the call.  This is why you are not seeing it. I hope I answered your question.