Call Reference Number
This data export field displays a system-generated reference number for each communication leg in an interaction. A Call Reference Number is unique as it is constructed from both the Call ID and the Call Date/Time and can be used to uniquely identify communication legs in voice communications.
The communication legs of outgoing SMS and email messages that have the same Call ID and are transmitted from storm at exactly the same point in time are not uniquely identifiable with this field. Instead, it is recommended that you use the Call Subrecord ID field in conjunction with this field.
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Historical Data Source |
CONTACT Data Records |
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Category |
Basic |
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Channels |
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Size (bytes) |
8 |
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Filter |
Call Reference Number |
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Dimension |
None |
The field value is written to every communication leg generated in an interaction.
See also, Call Reference Number in the FLOW Action Cell Log historical data source.
Example
This data export report shows an incoming call that was answered by an agent (first two rows) and then transferred (third row).
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Call Reference Number |
||||
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2018-07-30 17:15:18 |
I |
1909807807192832126 |
21.16717950 |
01614960654 |
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2018-07-30 17:15:25 |
O |
1909807854436409606 |
32.15655174 |
iPath_129_cmilliband |
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2018-07-30 17:18:11 |
O |
1909807854436409629 |
32.15655197 |
00156527D65C |
Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |