CREATE SOURCE MAP

Creates a legend or map used to interpret data structures between the NICE inContact system and your CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact..

Supported Script Types

Phone

Properties

SourceName

The name of the source (CRM, etc.) to which you are applying the mapping.

Mapping

The dynamic data structure that enables the NICE inContact system to interpret the data from your system (CRM).

Branches

Default

The branch the script will take if no other conditions are met to take a different branch. If no other branches are mapped, then the system will follow the default branch.

OnInvalidSource

The branch that the system will follow if the source name provided does not exist.

OnInvalidRootNode

The branch that the system will follow if NICE inContact cannot determine the presence of a system field or a custom definition for that field name.

OnInvalidFieldName

The branch the system will follow if NICE inContact cannot determine the presence of a system field or a custom definition for that field name.

OnMissingRequiredField

The branch the system will follow if a required field necessary to process the contact is not found. Required fields include a phone number field and ExternalID.

OnError

The branch the system will follow if an unexpected error occurs.

OnFieldsInUseCantApply

The branch the system will follow if you attempt to remove a mapping currently in use by a filter.

OnNoChangesMade

The branch the system will follow if the mapping between NICE inContact and your system match exactly.

OnExceededMaxDestinations

The branch the system will follow if the number of phone numbers per contact exceeds the designated amount. For example, if the system allows for six numbers per contact and you provide seven, the system would follow this branch.

Tips and Tricks

• CREATE SOURCE MAP is for use with Proactive XS only.

Mapping Fields

In conjunction with the CreateSourceMap action, you must include a Snippet action that defines field mappings between NICE inContact and your CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact.. The following are system fields to which you can map. Open the link to view a description of the field.

• Address
• Agent
• CallerID
• CallRequestStaleMinutes
• City
• Compliance
• ConfirmationRequired
• CustomerField1

• CustomerField2

• ExternalId
• FirstName
• LastName
• Notes
• PhoneNumber
• PreferredCallTime
• Priority
• Score
• State

• TimeZone

• Zip

You can also map to custom Data Definition you created in Central.

Phone Script Example Using CREATE SOURCE MAP

The script shown below can be used to retrieve a source map (using GET SOURCE MAP) or to create a new source map (using CREATE SOURCE MAP). Take notice of all the mappings coming off the CREATE SOURCE MAP, which enable the records coming from the CRM to be dialed.

Double-click the Snippet actions to view the Snippet Properties:

• Make Changes HERE GET SOURCE (Tree View | Text View)
• Make Changes HERE CREATE SOURCE (Tree View | Text View | Copy Text)

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