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Keywords in place of interaction attributes

You can use certain keywords in place of interaction attributes. Some keywords are based on existing interaction attributes, others are not. Those keywords that are based on existing interaction attributes either check the values of multiple attributes or modify the value of an existing attribute.

Example of checking multiple attributes

The remoteAddress keyword first checks Eic_RemoteID for a value. If the value is empty, then the keyword checks Eic_RemoteAddress.

Example of modifying existing attribute

The state keyword is based on Eic_CallStateString. If the value is "Disconnected [Local Disconnect], the keyword returns "[Local Disconnect]."

The following table lists the available keywords by interaction type and the source of the value that the keyword returns.

Keyword	Source of value	Description
Interaction Type: Call
name	Eic_RemoteId †	Indicates the location (for example, Indianapolis IN) or interaction type (Chat).
interactionID	property of an interaction	Lists the ID of the interaction.
campaignName	attribute of an Interaction Dialer call	Indicates the name of the campaign.
state	Eic_CallStateString (possibly abbreviated)	Indicates the state of the interaction (for example, Connected, Disconnected, and ACD - Assigned).
remoteAddress	Eic_RemoteId or Eic_RemoteAddress	Indicates the source of the interaction (for example, phone number, email address, server, or remote ID).
Interaction Type: Callback
name	Eic_RemoteId †	Indicates the location (for example, Indianapolis IN) or interaction type (Chat).
interactionID	property of an interaction	Lists the ID of the interaction.
state	Eic_CallStateString (possibly abbreviated)	Indicates the state of the interaction (for example, Connected, Disconnected, and ACD - Assigned).
Interaction Type: Chat, Email, Generic Object
name	Eic_RemoteId †	Indicates the location (for example, Indianapolis IN) or interaction type (Chat).
interactionID	property of an interaction	Lists the ID of the interaction.
state	Eic_CallStateString (possibly abbreviated)	Indicates the state of the interaction (for example, Connected, Disconnected, and ACD - Assigned).
remoteAddress	Eic_RemoteId or Eic_RemoteAddress	Indicates the source of the interaction (for example, phone number, email address, server, or remote ID).

^†The name keyword checks Eic_RemoteName for a value. If the interaction is a conference, then the keyword displays "Conference."

To move the added attribute from Available Attributes to Selected Attributes, click the right arrow.
To add more interaction attributes, repeat steps 3 and 4.
To change the order in which the values of the attributes appear in the interactions in PureConnect for Salesforce, click the up and down arrows.
When finished adding and ordering attributes, click Save.

The new order or attributes appear when the integration rebuilds the page (upon page refresh, navigation to other pages, or logon) and affect interactions already appearing in PureConnect for Salesforce.