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In this page, you find the list of Standard Variables available in XCALLY Motion application.
You can see here how to set the variable syntax, based on section you need to configure.

Voice Channel

Inbound Call

Title

Variable

Description

Unique ID

uniqueid

unique identifier associated with each call

Caller Number

calleridnum

parameter indicating the caller's telephone number

Caller Name

calleridname

parameter indicating the name associated with the caller's telephone number

Queue

queue

this variable indicates the destination queue or group of agents that handled the call

Hold Time

holdtime

indicates the time spent on hold during call handling

Talk Time

talktime

indicates the total time spent in conversation

Connected Time

agentconnectAt

indicates the moment when an agent connects to the incoming call and becomes active in handling it

Called Time

agentcalledAt

indicates the moment when an agent was called to handle an incoming call

DNID

destexten

used to identify the destination extension or department to which the call was routed

Complete Time

agentcompleteAt

provides information on the time when the agent finished interaction with the caller and ended the call

No Answer Time

agentringnoanswerAt

indicates the moment when an agent was called but did not answer within a certain time interval

Recording URL

Note
Available for Zendesk, Salesforce, Sugar CRM, Freshdesk

, http://Desk.com

and Zoho integrations.

recordingURL

indicates the URL or access path to the audio recording of the call

Outbound Call

Title	Variable	Description
Unique ID	uniqueid	unique identifier associated with each call
Caller Number	calleridnum	used to specify the caller ID number: it allows the caller to check the number that appears on the recipient's caller ID display
Caller Name	calleridname	used to specify the caller ID name: it allows the caller to customize the name associated with the caller ID number
Called Number	destcalleridnum	used to specify the recipient's phone number or the number to which the call is being directed
Called Name	destcalleridname	used to specify the recipient's name
Start Time	starttime	used to indicate the start time or initiation time of the call. It represents the moment when the outbound call was first initiated or placed
Answer Time	answertime	used to indicate the time when the call was answered. It represents the moment when the call was picked up or connected
Complete Time	endtime	used to indicate the time when the call ended. It represents the moment when the call was terminated, either by the caller or the recipient.
Recording URL	recordingURL	indicates the URL or access path to the audio recording of the call

Member Name

membername

Motion Bull

Note
The Motion Bull variables must be used with all lowercase characters in the triggers within {{ }}, while in the Square projects they must be used with all uppercase characters within { }

Title	Variable	Description
Queue Campaign ID	xmd-voicequeueid	Available for Queue Campaign to identify a voice queue
IVR Campaign ID	xmd-campaignid	Available for IVR Campaign to identify the id of IVR
Caller ID	xmd-callerid	Refers to the caller ID information. In "Caller Name"<Caller Number> format
Contact ID	xmd-contactid	Used to uniquely identify and reference a specific contact or customer
Contact's Fields	xmd-{name_field}	name_field is the name of a contact's field in Contact Manager. You have to replace the field with e.g. xmd-firstname, xmd-phone, xmd-email and so on
Contact's Custom Fields	xmd-cf_{ID}	ID is the custom field's ID. You have to replace the field: if e.g. the contact has a custom field with ID=5, the variable name will be xmd-cf_5.

Chat Channel

At the first contact with a new customer, the interaction object is created, which acts as a “container”.
A high-level interaction variable is then created which contains general data e.g. creation date and contact ID, but other variables such as the body message will not be present at interaction level, but within the message itself.

Interaction

Title	Variable	Description
Interaction ID	id	Unique identifier of interaction
Interaction status	closed	True if the interaction is closed
Interaction close timestamp	closedAt	Timestamp of close action
Disposition	disposition	Interaction disposition
Note	note	Interaction note
Agent ID	UserId	To identify agent involved in conversation
Contact ID	ContactId	Unique identifier for customer
Website ID	ChatWebsiteId	identifier to the specific website where there is the snippet and the chat conversation takes place
Customer Browser	browserName browserVersion	Information on browser used by the customer
Customer OS	osName osVersion	Information on OS used by the customer
Customer Device	deviceModel deviceVendor deviceType	Information on device used by the customer
Customer Referer	referer	Referer page of the customer
Customer IPs	customerIp	List of IPs used by the customer to reach the webchat
Interaction create timestamp	createdAt	Creation timestamp when a chat conversation was started
Channel	channel	To identify the medium or channel used for the chat interaction
Event type	event	Refers to a data structure that represents a specific event that occurs in the channel
Agent interface	interface	Refers to a data structure that represents the chat interface through which users interact with the chat application.

{

name_field}, replacing name_field with the information you need (e.g. message.direction / message.ContactId and so on)

Title	Variable	Description
Message ID	id	Unique identifier of message
Text message	body	The body message
Message direction	direction	Used to indicate the direction of

a message.message.

Email Channel

Interaction

Title	Variable	Note
Interaction ID	id	Unique identifier of interaction
Interaction status	closed	True if the interaction is closed
Interaction close timestamp	closedAt	Timestamp of close action
Disposition	disposition	Interaction disposition
Note	note	Interaction note
Reply Message ID	inReplyTo	Identifier or message ID of the email being replied to
To	to	To property of the latest message
Cc	cc	Cc property of the latest message
Subject	subject	Subject property of the latest message
Attachment	attach	Number of attachments in the latest message
Agent ID	UserId	To identify agent involved in email channel
Contact ID	ContactId	Unique identifier for customer
Email Account ID	MailAccountId	Identifier associated with a specific email account
Interaction create timestamp	createdAt	Creation timestamp when email was created or received
Channel	channel	To identify the medium or channel used for the email interaction
Event type	event	Refers to a data structure that represents a specific event that occurs in the channel
Agent interface	interface

^{Recipient of trigger action}

Message

To retrieve variables related to the message you will have to use the structure {message.name_field}, replacing name_field with the information you need (e.g. message.direction / message.ContactId and so on)

Title	Variable	Note
Message ID	id	Unique identifier of message
Text message	body	The body message
Message direction	direction	Used to indicate the direction of the email (in / out)
Provider Message ID	messageId	ID assigned by Email provider
From	from	Refers to the sender's information in an email message
To	to	Refers to the recipient(s) of an email message
Cc	cc	Refers to the secondary recipients of an email message
Bcc	bcc	To include hidden recipients in an email message
Subject	subject	Subject of email message
Message sent timestamp	sentAt	Timestamp when message was sent
Attachment	attach	Number of attachments in the latest message
Email Account ID	MailAccountId	Identifier associated with a specific email account
Email Interaction ID	MailInteractionId	Unique identifier of interaction
Agent ID	UserId	To identify agent involved in email exchange
Contact ID	ContactId	Unique identifier for customer
Message create timestamp	createdAt	Creation timestamp when a message was sent
Channel	channel	To identify the medium or channel used for the message
Event type	event	Refers to a data structure that represents a specific event that occurs in the channel
Agent interface	interface

^{Recipient of trigger action}

SMS Channel

Message

Interaction

Title	Variable	Note
Interaction ID	id	Unique identifier of interaction
Interaction status	closed	True if the interaction is closed
Interaction close timestamp	closedAt	Timestamp of close action
Disposition	disposition	Interaction disposition
Note	note	Interaction note
Customer mobile phone number	phone	Mobile phone number of the contact
Agent ID	UserId	To identify agent involved in sms channel
Contact ID	ContactId	Unique identifier for customer
Sms Account ID	SmsAccountId	Identifier associated with a specific sms account
Interaction create timestamp	createdAt	Creation timestamp when sms was received or sent
Channel	channel	To identify the medium or channel used for the sms interaction
Event type	event	Refers to a data structure that represents a specific event that occurs in the channel
Agent interface	interface

^{Recipient of trigger action}

Openchannel Channel

Message

To retrieve variables related to the message you will have to use the structure {message.name_field}, replacing name_field with the information you need (e.g. message.direction / message.id and so on)

Title	Variable	Note
Message ID	id	Unique identifier of message
Text message	body	The body message
Message direction	direction	Used to indicate the direction of the sms (in / out)
Provider Message ID	messageId	ID assigned by Sms provider
Customer mobile phone number	phone	Mobile phone number of the contact
Sms Account ID	SmsAccountId	Identifier associated with a specific sms account
Sms Interaction ID	SmsInteractionId	Unique identifier of interaction
Agent ID	UserId	To identify agent involved in sms exchange
Contact ID	ContactId	Unique identifier for customer
Message create timestamp	createdAt	Creation timestamp when a sms was sent
Channel	channel	To identify the medium or channel used for the message
Event type	event	Refers to a data structure that represents a specific event that occurs in the channel
Agent interface	interface

^{Recipient of trigger action}

Openchannel

Channel

channel

Event type

event

Interaction

Title	Variable	Note
Interaction ID	id	Unique identifier of interaction
Interaction status	closed	True if the interaction is closed
Interaction close timestamp	closedAt	Timestamp of close action
Disposition	disposition	Interaction disposition
Note	note	Interaction note
Agent ID	UserId	To identify agent involved in openchannel
Contact ID	ContactId	Unique identifier for customer
Openchannel Account ID	OpenchannelAccountId	Identifier associated with a specific open channel account
Interaction create timestamp	createdAt	Creation timestamp when openchannel message was received or sent
Channel	channel	To identify the medium or channel used for the openchannel interaction
Event type	event

Agent interface

interface

^{Recipient of trigger action}

Message

Title

Variable

Note

Message ID

id

Text message

body

Message direction

direction

Openchannel Account ID

OpenchannelAccountId

Openchannel Interaction ID

OpenchannelInteractionId

Agent ID

UserId

Contact ID

ContactId

Message create timestamp

createdAt

Creation timestamp

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Interaction

Title

Variable

Note

Interaction ID

id

Jscripty

^{Recipient of trigger action}

Fax Channel

Variables for Omni Channels: Notification, Templates, Canned Answers, Routing and App Zone

In this section you find the variables that can be used in OmniChannels Notifications,Templates, Routing, Canned Answers and App Zone.

The syntax that must be used to embed the variable within the template is as follows:

Example 1:

Account: {{account.name}}

Example 2 (for Notifications):

{{#queue}}Queue: {{queue.name}}{{/queue}}

In this case only if (#) the queue variable exists, the template renders the queue variable

with the information you need (e.g. message.body / message.UserId and so on)

Title	Variable	Note

Used by

User field

name_field is one of the following:

id
name
fullname
email
userpic
alias
internal (only for app zone)
interface (only for app zone)

Template
Routing
Canned Answer
App Zone

Account field

name_field is one of the following:

id
name
key
email (only for email)

Notification
Template
Routing
Canned Answer

Queue field

name_field is one of the following:

id
name

Notification
Template

Contact field

name_field is name of a contact's field in Contact Manager.

Example: contact.firstname, contact.phone, contact.email and so on

It is available only when you reply to email or click to email.

Notification
Template
Routing
Canned Answer

Interaction

name_field is one of the following:

id
to (only for email)
cc (only for email)
subject (only for email)
substatus (only for email)

It is available only when you reply to email.

Notification
Template
Routing
Canned Answer

Message

name_field is one of the following:

id
subject (only for email)
from (only for email)
to (only for email)
body (only for email)

Notification
Template
Routing

List

name_field is one of the following:

id
name
description

Notification
Template
Routing

General Body Fields

name_field is one of the following:

from
first name
last name

Notification

Template

Routing

Message ID	id	Unique identifier of message
Text message	body	The body message
Message direction	direction	Used to indicate the direction of the message (in / out)
Openchannel Account ID	OpenchannelAccountId	Identifier associated with a specific open channel account
Openchannel Interaction ID	OpenchannelInteractionId	Unique identifier of interaction
Agent ID	UserId	To identify agent involved in openchannel interactions
Contact ID	ContactId	Unique identifier for customer
Message create timestamp	createdAt	Creation timestamp when a open channel message was sent
Channel	channel	To identify the medium or channel used for the message
Event type	event	Refers to a data structure that represents a specific event that occurs in the channel
Agent interface	interface	Refers to a data structure that represents the open channel interface through which users interact with the open channel application

Versions Compared

Old Version 14

New Version Current

Key

Voice Channel

Inbound Call

Available for Zendesk, Salesforce, Sugar CRM, Freshdesk

and Zoho integrations.

Outbound Call

Motion Bull

Chat Channel

Email Channel

SMS Channel

Openchannel

Jscripty

Fax Channel

Variables for Omni Channels: Notification, Templates, Canned Answers, Routing and App Zone