Nodes and Palette Options > Detailed Palette Option Descriptions > Call Info (CTI)
	Call Info (CTI)

Type

CTI connector item

Available from

Data Node only

Purpose

In speech applications that use computer telephony integration (CTI) to extend call control capabilities, the Call Info item collects a variety of data about the call and assigns this data to variable fields. You can then use these variable values to define the way the call is handled in the CTI environment.

Behavior

Before you can use this or any other CTI connector item, you must enable CTI connectors for Dialog Designer. For more information about the ability of Dialog Designer to interact with CTI, and to enable CTI in your Dialog Designer applications, see About CTI Connectors.

When you place the Call Info item in a Data node, Dialog Designer automatically creates a complex variable with the same name as the item, and populates it with the following fields:

• ani - Contains the telephone number the caller is calling from, as provided by the Automatic Number Identification (ANI) service.

• callid - Contains the call ID number for the call, as assigned by the telephony server.

• dnis - Contains the telephone number the caller dialed, as provided by the Dialed Number Identification Service (DNIS).

• stationextension - Contains the number of the port on the switch that the call came into.

• ucid - Contains the universal call ID number.

• The universal call ID number is an identification number that the network assigns to the call when it enters the network. The system uses this number to track the call no matter what other locations or sites in the network the call might be routed to.

• uui - Contains any user-to-user information (UUI) that might exist with the call.

• UUI is text-based data that accompanies the call. For example, during the course of a call, you might have collected information from the caller such as an account number, customer preferences, customer identification data, and so forth. You can use CTI transactions to pass this data to a call center agent, where this data can be used to populate a data window on the agent's computer screen.

cticallinfo is populated before your first node runs. This palette item is used mostly for submodules. You have to pass in a call ID to obtain the Call Info data. When you run a submodule, the cticallinfo variable is not populated, however, so cticallinfo is necessary there.

Properties

• Call ID Variable - Select the variable to use. Avaya recommends that you use the cticallinfo.callid field that the system creates when you enable CTI. Typically this is passed to a module as an input value.

• Name - Enter in this field the name you want to assign to the Call Info item and its associated variable.

• Dialog Designer assigns a default name automatically when you place the Call Info item in the node, and you can use the default name or rename it.

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