Who should read this article: Administrators
Interaction context mapping lets administrators map incoming interaction data from supported sources to standardized fields in Voiso, so the information is displayed clearly to agents during the interaction and in Call Detail Records.
Introduction
Use the Interaction context mapping page to map incoming interaction data from supported sources, such as SIP headers and Dialer API campaign lead fields, to standardized Voiso UI fields. These mapped fields are displayed to agents in Agent Panel during the interaction and to supervisors and administrators in Call Detail Records.
Add leads to a campaign API endpoint
Lead data sent to a live Dialer campaign through the Add leads to a campaign API includes a range of required and optional parameters.
For Interaction Context Mapping, only custom parameters provided in the context_headers object are supported.
The context_headers object defines custom SIP headers that Voiso includes in outbound dialer calls. These headers allow agents and external systems, such as virtual agents, to receive additional context about the lead.
Each entry in context_headers is a key value pair where:
- The key represents the SIP header name. It must start with
X-and may include letters, numbers, and the following characters:-,_,.,!,~,*,+ - The value is a string representing the header value
These headers are also available for mapping in Interaction Context Mapping and can be displayed to agents during the call and in Call Detail Records.
For example:
"X-Client-Order-Id": "1234",
"X-Call-Context": "discount_promo_code"
When you map these headers to a context field, you might create one called Order ID and one called Call context. These fields are displayed in Agent Panel and the Call Details Record with the associated value.
BYOB SIP headers
Bring Your Own Bot (BYOB) SIP headers are metadata sent with inbound calls through custom SIP headers in the INVITE request. These headers can include information such as customer name, language, scenario, or Custom SIP headers, such as x-name or x-language. Any header can be mapped to Voiso fields for display to agents and in Call Detail Records.
When you map these headers to a context field, you might create one called Name and one called Language. These fields are displayed in Agent Panel and the Call Details Record with the associated value.
Interaction context mapping page
To view the Interaction context mapping page, navigate to Administration > Interaction context mapping. The page contains a table that lists your context mapping fields.
| Head | Description |
|---|---|
| Display field label | The unique label shown in Agent Panel and reports defining or describing the context value. |
| Context key | A system generated key based on the display field label. It is used to match metadata from the source field. |
| Source | The source that is providing values for the context key. Either Campaign contacts API or SIP header. |
Adding mapping fields
To add a new interaction context mapping field, follow these steps:
- Click Add mapping field. A panel opens requesting that you provide a display name (Display field label) for the metadata that you want to display in Agent Panel or in reporting. This label is used to generate the suggested field key in the next step. Specify a name that is short and descriptive. Note: after you click Continue, the display label cannot be edited.
- Click Continue to display the Add mapping field page.
- The following fields are shown in the General section.
- Display field label: the display name you specified in step 1. You may copy but not modify this value.
- Auto-generated context key: the name of the variable used to store metadata values.
- In the Metadata source section, select one or more data sources to map to the context key. The following data sources are supported:
- Campaign contacts API: refer to Add leads to a campaign api endpoint.
- SIP header: refer to BYOB SIP headers.
- When you select a source a field is displayed that enables you to specify a field name from the data source, such as
tier,name, or other parameter. Enter the source field name to be associated with the mapping field. To specify more than one possible field name, click Add field to add another field. Note: the first field found in the source data matching one of the specified field names will be used. - Click Save.
Editing mapping fields
To edit the source fields that can be mapped to an interaction context mapping field, click the display name of the field in the table on the Interaction context mapping page. Follow steps 4 through 6 above to add more fields. Click 'X' next to a field to remove it from the mapping. Note: A context mapping field must have at least one associated metadata source field. Click Save when you are done.
Agent Panel
When the Interaction context mapping feature is enabled in your contact center a link is displayed in Agent Panel during inbound and Dialer campaign calls providing the display fields you defined and the associated values from the call metadata.
Call Detail Records
When the Interaction context mapping feature is enabled in your contact center the Interaction context section is added in Exteneded Call Details for inbound and Dialer campaign calls providing the display fields you defined and the associated values from the call metadata.
