Add Call Tags with Multimedia/Contact Center Routing

I want to add additional information to call tags for my API/CRM needs. Is this possible?

For example, I need a customer's account number or phone number to be included in the call tag — e.g., a call tag of Support8017085257.

Answer

This used to create problems for call routing based on tags, since historically the tag had to match EXACTLY what's displayed in Chronicall. We addressed this with special code that ignores anything in a tag presented to a virtual handset following the special character caret (^).

Implementation

1. The partner or customer will need to program their variable routing in VMPro to append the necessary value to the end of a tag, preceded by a caret. If implemented correctly, the skill group will still send it to the correct skill.
   • For example, a VMPro description of Support^$CLI will send through a tag of Support^8015558257, and the skill programmed to capture any tag with Support will grab that call.