variables store values associated with the contact.
ECC values are
written to Termination Call Detail records only if, and when, an ECC value is
explicitly set, which can be done any numbers of ways, such as using a script,
a VRU, ,
CTI, and so on. This applies to null values as well as non-null
ECC variable is defined, but never assigned a
value, it does not have a row in the Termination Call Variable table when a
Termination Call Detail record is written.
The Latin 1
Character set for expanded call context variables and peripheral call variables
is supported when used with Unified CVP, Cisco Finesse, and Cisco Social Miner,
The use of
multi-byte character sets in limited usage for ECC and peripheral call
variables is also supported, when:
- setting them in script
editor using double quotes
- stored in Termination Call
Variables with appropriate SQL collation
- setting and receiving them
through CTI OS desktops.
Generally speaking, ECC
values are passed from leg to leg on the call. After a value is assigned, the
value is recorded in the Termination Call Variable for every Termination Call
Detail Segment. However, this depends on how each new call segment is created.
If it does not involve translation routes or the
Unified CCE, and is outside the original
peripheral, ECC variables, like all call variables, cannot be propagated.
The Unified ICM is delivered
with some ECC variables, and you can create others through Unified ICM
Configuration Manager. For more information, see the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.