Required security profile permissions: Calling List Create
Custom data definitions are custom fields you create to map to your calling lists. For example, Personal Connection (PC) does not, by default, have fields specifically for a work phone number. You can use custom data definitions to create a new field for work phone numbers and additional related fields for compliance, maximum attempts, and so forth.
In the ACD module, click Lists → Custom Data Definitions.
Click Create New.
Type a Field Name and select a Type. If you plan to make the field visible to agents, the best practice for naming the field is to create a name that is readable. For those cases, you can use spaces in the Field Name. If you plan to use the field in a script as a variable, then the Field Name cannot contain spaces; however, you can use underscores to improve readability. If you want the field to be a script variable and visible to agents, you can create two mappings to the same field.
Do not give a custom field the same name as a system field.
(OPTIONAL) If you chose Boolean, Date, Decimal, Integer, or Value String as the Type, either set a default value for all records that do not specify a value for that field, or disable the default value and require a value for all records.
To set a default value that applies to all records without a value for the field, type the default value in the Default field. In the following example, when a contact does not have a value specified in the midi-chlorian column, the system assumes the contact has 100 midi-chlorians and assigns the record that value.
To prevent the system from assigning a default value to contacts without an assigned value for the field, select Value Required. Note that if you select this checkbox and neglect to assign a value to a contact in the calling list, the system fails to upload that contact. Even if the value is 0, you must type a value for every contact in a field where you selected Value Required. In the following example, administrators must type a midi-chlorian count for every contact in the calling list.
If you do not set a Default or select Value Required and you leave cells for this field blank in the calling list, the value becomes null and shows up blank in the screen pop. For example, the DeathStar administrator created a boolean field called Force and set the default to False. He also created an integer field called MidichlorianCount with no default value. In the calling list, a contact named Padme Amidala has blank cells in both the Force and MidichlorianCount columns.
PC automatically replaces the null value of Force with the default of False, but left the null value of MidichlorianCount, which does not have a default, blank.
- (OPTIONAL) If you are creating a new phone or
SMSphone field, create the associated fields first.
If you are creating a new phone field and want to have associated caller ID, compliance, attempts, description, start time, or end time field, create those fields first and the phone field last. These associated fields have the following requirements:
Caller ID — Must be a Value String Type.
Compliance — Must be a Boolean Type.
Attempts — Must be an Integer Type.
Description — Must be an Integer Type.
Start Time — Must be an Integer Type. Note that the system ignores the default value if you set one and then apply this field to a phone field. The value is the number of minutes after midnight that the dialer should begin attempting the record. For example, if you want a start time of 8:00 AM, you would multiple the hour (8) by 60 and set the value to 480.
End Time — Must be an Integer Type. Note that the system ignores the default value if you set one and then apply this field to a phone field. The value is the number of minutes after midnight that the dialer should stop attempting the record. For example, if you want an end time of 12:00 PM, you would multiple the hour (12) by 60 and set the value to 720.
You can select your new caller ID, compliance, attempts, or description fields as relatives of the new phone field as you create it.
Once you have used the defined field in a filter statement or defined it in the cadence of a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, then the status becomes “In Use.” You cannot remove the custom field until you remove the associated references.