CC Custom Fields

This action allows you to populate custom fields in a customer card with values gathered through an IVR, CRM integration, or similar script. It does not support populating values to custom fields in cases. The custom field must be created in Digital First Omnichannel before you can use it in a script, so your tenant must be enabled for Digital First Omnichannel and you must have at least one licensed seat for that product. For example, you may ask your customer to provide their date of birth as part of their IVR interaction prior to talking with an agent. Including CC Custom Fields in your script allows that information to be populated into the customer card and displayed in MAX. The field could also be used to automate or script a process.

Supported Script Types

Email	Chat	Phone	Voicemail	SMS

Properties

Property	Details
customCaseFields	A list of the custom fields you want to populate. These are the values assigned in the Ident field. Field names will automatically be converted to lower case, and automatically have spaces replaced with an underscore (_). You don't need to use brackets or quotes when entering the list.
customCaseValues	A list of values for the custom fields. You must have as many values as you have fields, but you may pass an empty value.

Branches

Branch	Details
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
OnError	Returns if the number of fields and number of values don't match, or if no case id is found.

Tips & Tricks

• This action must be placed AFTER the Customer Card Create action, but before any ONANSWER action.
• You can use multiple CC Custom Fields actions for one contact.

Phone Script Example Using CC Custom Fields

In this example, CC Custom Fields is the third action, after Customer Card Create, with the caption CustomField. This allows the agent to see the age, number of laughs, and other information about the customer while handling an interaction with that customer. When scripted, the customCaseFields property would contain: age,laughs,state,cat_person,dog_person. The customCaseValues property would contain: 34,yes,Arkansas,yes,no.

The resulting event would be: