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Author Message
25/07/2018 16:25:03
Subject: Database Lookups on Chat Contacts
#1
MelissaVestal
Joined: Nov 21, 2013
Messages: 14
Offline
I have an EMC 6.5 using CSPortal for chat. I want to pass an account number along with the chat, then use the Call Routing Server to perform an SQL lookup with the account number, then route the call to different VDNs based on a value returned from that SQL lookup.

I am able to add the additional field to collect the account number and make that visible to the agent. But, how can I make it available to the Call Routing Server? The parameters available to the Call Routing Server on a route request are:

Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] RouteRequest event is sent to extensions with paramters:
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'VDN'='1357'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'CallID'='396'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'RouteRegisterReqID'='1'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'RoutingCrossRefID'='268241'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'CallingDevice'='2104'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'CurrentRoute'='1357'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'TrunkGroup'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'TrunkGroupMember'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'UserEnteredCode'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'UUI'='PHANTOM_CALL'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'UCID'='00001003961532553006'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIType'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIPriority'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIHours'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIMinutes'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAISeconds'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAISourceVDN'=''

Does anyone have any advice on how I can make my custom field "acctnum" available as a parameter for the Call Routing Server to consider? I even tried changing my field name to UserEnteredCode to see if it would pick it up, but no luck. Any help would be greatly appreciated!

Thanks,
Melissa
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