Stop passing Call Variables between applications

[walker.gordon]

I have 2 applications/scripts that have menu options that transfer (call redirect to trigger) callers between them.  Both centers wnat to use the Call Custom Variables report to track the options callers select in their respective menu.  I set a variable with that information in under each option in each menu.

The issue is:  When a caller presses the option to go to the other app/script, the variable then follows the caller to the app.  And the report for app 2 shows the option variable I set in app 1... not the options then selected in app 2.

How do I stop these variables from passing to the other app/script so I can report on actual option variables selected in the second app?

Thanks in advance!!

[Jonathan Schulenberg]

Those variables are system-wide and follow the contact (caller) by design. The CCDR database table has 12 columns for Call.PeripheralVariable1 to Call.PeripheralVariable10, Call.CallerEnteredDigits. and Call.AccountNumber. You will need to use different variables in the two applications to keep the data separated.

[walker.gordon]

So your saying, for example, I would need to use Call.PeripheralVariable 1 to 3 in App 1 and 4-7 in App 2? 

That will look very odd in the Call Custom Variables report and training the supervisors on why they are seeing data that doesn't come from their app.  Plus they use those variables (Expanded Call Variables) in the Finesse window to see how a caller got to them and other info I set as a variable within each app.

Seems like there should be a way in the script to clear variables when the contact is accepted.

Thanks for you explanation, Jonanthan.  I appreciate the response.

[Jonathan Schulenberg]

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So your saying, for example, I would need to use Call.PeripheralVariable 1 to 3 in App 1 and 4-7 in App 2? 

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Yes. The design intent was for a given CCX instance to have a single global use case for each call variable.

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...why they are seeing data that doesn't come from their app.

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That's now how the database is structured. Those variables are attached to the CCDR record - and whatever Application(s) it touches. You can certainly filter the report by Application though.

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Plus they use those variables (Expanded Call Variables) in the Finesse window to see how a caller got to them and other info I set as a variable within each app.

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Configure different Desktop Layouts in Finesse Administration for the different teams to only show their relevant variables.

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Seems like there should be a way in the script to clear variables when the contact is accepted.

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I haven't tried it but you can probably use a Set Enterprise Contact Info to pass null or "" values (unsure which it wants in this scenario) to clear the values into the variables you want to clear.

[walker.gordon]

"I haven't tried it but you can probably use a Set Enterprise Contact Info to pass null or "" values (unsure which it wants in this scenario) to clear the values into the variables you want to clear." 

That's an idea!  I'll mess around with that.   Thanks again!