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Creates a legend or map used to interpret data structures between the CXone system and your CRM |
Supported Script Types
|
| Phone |
Properties
| Property | Details |
|---|---|
| SourceName | The name of the source where the records originated. Provides a logical grouping of records within the system. |
| Mapping | The dynamic data structure that enables the CXone system to interpret the data from your system (CRM). |
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. |
| InvalidSource | Path taken if the source name provided does not exist. |
| InvalidRootNode | Path taken if CXone cannot determine the presence of a system field or a custom definition for that field name. |
| InvalidFieldName | Path taken if CXone cannot determine the presence of a system field or a custom definition for that field name. |
| MissingRequiredField | Path taken if a required field necessary to process the contact is not found. Required fields include a phone number field and ExternalID. |
| Error | Path taken when the action fails to execute properly. |
| FieldsInUseCantApply | Path taken if there is an attempt made to change or remove a value currently in use by a filter. |
| NoChangesMade | Path taken if the mapping between CXone and your system match exactly. |
| ExceededMaxDestinations | Path taken if the number of phone numbers per contact exceeds the designated amount. For example, if the system allows for six numbers per contact and you provide seven, the system would follow this branch. |
Tips & Tricks
- Create Source Map is for use with Proactive XS only.
Mapping Fields
In conjunction with the Create Source Map action, you must include a Snippet action that defines field mappings between CXone and your CRM
Third-party systems that manage such things as contacts, sales information, support details, and case histories.. The following are system fields to which you can map.
- Address
- Agent
- CallerID
- CallRequestStaleMinutes
- City
- Compliance
- ConfirmationRequired
- CustomerField1
- CustomerField2
- ExternalId
- FirstName
- LastName
- Notes
- PhoneNumber
- PreferredCallTime
- Priority
- Score
- State
- TimeZone
- Zip
You can also map to Custom Data Definition you created in CXone.
Phone Script Example Using Create Source Map
The script shown below can be used to retrieve a source map (using Get Source Map) or to create a new source map (using Create Source Map). Take notice of all the mappings coming off the Create Source Map, which enable the records coming from the CRM to be dialed.
Double-click the Snippet actions to view the Snippet Properties:
- Make Changes HERE GET SOURCE (Tree View | Text View)
- Make Changes HERE CREATE SOURCE (Tree View | Text View | Copy Text)
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