Content Comparison

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• Data-Returning Variables (Returning Call-Related Information)

  • $(ani): Represents the caller's ID (Automatic Number Identification).

  • $(cnam): Represents the caller's name (Caller Name Delivery).

  • $(dnis): Refers to the number dialed by the caller (Dialed Number Identification Service).

  • SharpenCX_SIP_HEADERS*These options are available on in accessible through Logic+ initiated by via Classic Logic or by Sidekick initiation.*

    • .To

    • .From

    • .Via

    • .Allow

    • .Accept

    • .Call-ID

    • .Contact

    • .Max-Forwards

    • .P-Asserted-Identity

• Modifiable Variables (Adjustable Variable Fields for Routing Decisions or Reporting)

  • queueSkills: Seen in Sharpen Q UI, for more information on queueSkills refer to this article

  • queuePoints: Seen in Sharpen Q UI

  • twitter

  • facebook

  • email

  • companyName: Seen in Sharpen Q UI

  • firstName

  • lastName

  • callerCity

  • callerState

  • callerCountry

  • title: Seen in Sharpen Q UI

  • externalCRMAccountID

  • externalCRMID

  • externalCRMMake

  • externalCRMRecordType

  • externalCRMStatus

  • externalCRMCampaignID

  • externalCRMCampaignStatus

  • externalMarketingMake

  • externalMarketingID

  • externalCaseID

• Sidekick-passed Variables

  • copilotAlert_queueId

  • copilotAlert_interactionId

  • copilotAlert_alertInfo

    • .longCallThreshold *Available on Long Call Trigger*

    • .numHolds *Available on Holds Trigger*

    • .holdCountThreshold *Available on Holds Trigger*

    • .numTransfers *Available on Transfers Trigger*

    • .transferThreshold *Available on Transfers Trigger*

    • .callDuration *Available on Short Call Trigger

    • .shortCallThreshold *Available on Short Call Trigger

  • copilotAlert_alertType

• AI

  • latest_summary

  • latest_sentiment

  • summary_recap

  • sentiment_recap

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