Custom Contact List Columns

• The number of columns in a contact list is limited only by database constraints

• Custom columns present data to agents and can be used by policies for automated decision-making

Adding Custom Columns

Any number of additional columns can be added to a contact list table. The only restriction is that the data type for new fields must be one of the following:

Other data types, such as float or binary are not supported.  Custom fields can be passed to Interaction Scripter when the call record is popped on the agent's machine.  Additional telephone number fields can be added to support multiple phone numbers per contact.  Phone number columns should be a string type such as varchar.

Do not use spaces when naming custom contact list columns.  Interaction Dialer does not support contact fields that have spaces in the field name.

Reserved column names

When constructing a contact list, customers should keep in mind not to use columns already reserved for use by CallRecordSchedule tables. The Dialer Transaction Server performs a join operation on the schedule table and the contact table.  Using the reserved column names listed below will result in syntax errors and will prevent dialer from dialing scheduled contacts. Avoid columns with the following names:

Adapting existing tables as Contact Lists

Customers can use any existing contact list table with Interaction Dialer.  When a table is selected for a Campaign configuration, Dialer adds required columns to the table if they do not exist. Dialer automatically adds the i3_identity column, which does not need to be a primary key.

Preserving Performance

As a best practice, customers are advised not to run queries or other database operations against the call list table when it is in use by Dialer. This can cause performance problems.