Map Custom Data to an attribute

Map each Custom Data field to an Attribute. You can use one of the existing standard attributes, or create a new one.

If an error message displays on the Custom Data Mapping screen, see Error message on the Custom Data Mapping screen.

Procedure

In Enterprise Manager, go to Recording Management.
Under Custom Data, click Custom Data Mapping.
Locate the Custom Data field created in the previous procedure (“MyCallId” in our example). Then, under Attribute Mapping, select a custom attribute to map to the Custom Data field.

All attributes (excluding those considered standard for the Contact Database Server role in the Data Center that includes long-term interactions. The Contact Database is optimized for searching operations, and interactions are inserted and updated in bulk operations.) appear in the Attribute Mapping list box, regardless of whether they apply to the data type of the Custom Data in question. When you click Save, if there is a mismatch between the data type and the attribute, an error message appears.

Use the Find field in the upper right corner of the screen to search the Display Name and Description fields to locate specific Custom Data entries. If the text you type in the Find field matches text in the Display Name or Description field for a Custom Data entry, the matching Custom Data entry is highlighted. If there is no match, the Find field turns red. The text in the Find field can be a partial match. For example, if you type "Cust" in the Find field, the search finds entries with the text "Custom Data" under the Display Name column. Select the next arrow to the right of the Find field, or press the Enter key, to go to the next matching Custom Data entry. Select the previous arrow to the right of the Find field to go to the previous matching Custom Data entry.
Click Save.

The value of the custom attribute (or attribute mapping if configured) is populated into the Custom Data field.

Error message on the Custom Data Mapping screen

After a system upgrade, the following message can display on the Custom Data Mapping screen:

"The extended custom data migration has not run successfully yet. This migration will run every three minutes until it succeeds. You cannot configure custom data mapping until the migration succeeds."

When the migration succeeds, the error message above is cleared from the screen and you can configure custom data mapping.

If the migration fails continuously, note the following.

The migration is done in two places:

In the QM database, which migrates the custom data.
In Enterprise Manager, which migrates the custom data to attribute mapping.

Step 2 has a dependency on step 1. In a Level 4 deployment, where the QM/Contact database migration is run later, step 2 cannot complete. Also, if the BPMAINDB and WFO migration runs before the QM and QM database migration, step 2 cannot complete. In both of these cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., the error message displays on the screen. Once step 1 is complete, step 2 is retried in Enterprise Manager, and when the migration is complete, the error message is cleared from the screen.

In the event of an unrecoverable error, you must examine the logs to determine the problem.