| Variable Name | Description |
|---|---|
| ANI | The calling party's number. The caller's telephone number. |
| busno | The number of the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. The business unit is the unique identifier for your company. |
| ContactID | The unique identifier for the contact. The ContactID makes it possible to find and report on a specific contact. A new ContactID will be created if a secondary script is spawned. |
| Country | Name of the country designated by the country code (see next item) in the phone number string of an inbound or outbound call. The NICE inContact telephony platform generates this automatically based on ITU values and passes it in the call metadata. |
| Country Code | International Telecommunications Union (ITU) code designating the country of origin for an inbound call, or the country of destination for an outbound call. This code appears at the beginning of any phone number string and is passed in the call metadata. For example, the ITU code for the United States is +1. To see the country code for any given country, do an Internet search for country code <country>. |
| DNIS | The number dialed by the caller. |
| MasterID |
The unique identifier for a group of related scripts. For the parent or master script the ContactID and MasterID will be the same. For any child script, the ContactID will be a new unique value and the MasterID will be the same value as the parent script's MasterID. This enables all scripts originating from the same parent to be identifiable. |
| __Skill |
The unique identifier for the particular skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. The __Skill makes it possible to find and report on a specific skill. |
| _customFilter |
The value for this variable is used as the ACD Gate filter in Discover. |
| _user1 - _user 8 |
The value for these variables is used to populate the User 1 through User 8 fields in Discover. |
| User9 |
While User 9 is not technically a variable, it does get its value from the agent's user account, specifically from the value in Custom 1 properties and populates the User 9 field in Discover. |
| User10 | While User10 is not technically a variable, it does get its value from the agent's user account, specifically the value in Custom 2 properties and populates the User 10 field in Discover. |
| _surveyDNIS |
This value is a user-created, unique ID that is assigned when you create the Discover survey and used to determine which survey to run during callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. |
| _surveyCallbackDNIS |
This value is the number that will be used in the callback for the survey. This variable is for use with a Discover survey only. |
| _surveyCallbackANI |
This value is the caller ID that will display during callback used for the survey. This variable is for use with a Discover survey only. |
