Interaction Properties

The following table lists the default interaction properties.

Property

Type

Description

CRN (Call Reference Number)

int

The identifier of the inbound call leg that initiated the interaction. This identifier is unique only during one Ivanti Voice start session; it can repeat if you restart the voice server.

ANI (Automatic Number Identification)

string

The telephone number of the incoming call associated with the interaction.

DNIS (Dialed Number Identification Service)

string

The telephone number dialed by the caller associated with the interaction.

State

string

The current state of the interaction. The possible values are:

0=Unknown

1=Idle

2=Data Collection

3=Queued

4=Delivery Pending

5=Delivered

6=Held

7=After-Call Work

8=Completed

For information on interaction states, refer to States.

FirstInteractionID

int

The ID of the first interaction in the chain. For example, if a call is transferred there are two interactions for that call – one for the first agent and another for second agent. The second interaction has the ID of the first interaction in this property.

PreviousInteractionID

int

The ID of the previous interaction in the chain.

AgentID

int

The ID of the agent who handles interaction.

ServiceType

string

The name of the service set by the voice application.

CurrentApplication

string

The name of the application that created the interaction.

CurrentBlock

string

The name of the block executing currently.

SelectedCondition

string

The name of the selected condition if an Application Building building block has multiple conditions

DisconnectedInBlock

string

The name of the block executing when the inbound call disconnects.

Reason

string

The Not Ready reason of the agent if Ivanti Voice routes the interaction to an agent who is in the Not Ready state.