Note: Contact your Service Provider to enable Inbound Calls.
Inbound Calls
For inbound calls, the P-ECID GUID allows any platform to write data into it and our platform will receive it, read it, and write it to our data model. This data can be anything (e.g. account number, person’s name, etc.). For example, if you enter the serial number of a call into the P-ECID, the data received would be the originating unique caller ID of the call. Therefore, whatever data value is entered in the P-ECID, the same data value is received in the P-ECID header.
Use Case: When sharing a data reference between disparate systems (e.g. The P-ECID header field could be populated with a cloud IVR transferring a call to an IVR). This data reference makes the IVR aware of the
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originating IVR’s unique call ID. If there is data stored, referenced by the unique call ID, the platform may use that value as a parameter to search for that data in a resulting screen pop, or write reference data directly (e.g. account number) and then it can use that direct reference for a screen pop, or write that value to reporting data for the purposes of cradle to grave reporting.
Note: The P-ECID header may only be comprised of alphanumeric characters and may not exceed 40 characters. No special characters can be used in creating your header; any illegal characters will be stripped out and only the first 40 will be written.
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