Script Parameters Snippet

This snippet defines the data passed to the agent assist application by the Agent Assist actionaction. Add this code to a Snippet actionaction in your script:

DYNAMIC customParam
customParam.param1 = "{value1}"
customParam.param2 = "{value2}"
customParam.param3 = "{value3}"
customParam.param4 = "{value4}"

ASSIGN customParamjson = "{customParam.asJSON()}" 

If there are no custom payload parameters to send but the Script Parameters snippet is required, you can include the variable declarations in the snippet without assigning any values. For example: 

DYNAMIC customParam
ASSIGN customParamjson = "{customParam.asJSON()}" 

To use this snippet: 

1. Change the parameter names and values as needed to meet the needs of your organization and the agent assist application you use.
2. Place the Snippet action in the script before the Agent Assist action.
3. Configure the scriptParams property in the Agent Assist actionaction with the name of the variable that holds the JSON. In the example provided, this would be customParamjson.

Custom Payload for Omilia Voice Biometrics

Omilia Voice Biometrics requires the Script Params snippet to pass custom payload to Omilia.

The custom payload must pass the ANI Also known as caller ID. Listed phone number of an incoming voice call.. This is used to identify the contact to Omilia. If the ANI isn't included, the agent can add the ANI to enroll the contact's voice. If you use any other information as Omilia biokeys, include them in the custom payload. For example: 

DYNAMIC customPayload
customPayload.Ani="{ani}"
customPayload.user_id="+15558001234"
customPayloadJSON="{customPayload.asJSON()}"

The member names of the customPayload object must match the names of the biokeys as configured in the Omilia Voice Biometrics platform. For example, if the name of the biokey for user ID is user_id, then the corresponding member name in the object must also be user_id.

Speech Context Hints for Google Contact Center AI

You can pass speech context hints to Google Contact Center AI (CCAI) with the Script Parameters snippet. Add the contexts to the snippet following this format: 

DYNAMIC customParam
customParam.speechContexts[1].phrases[1] = "word 1"
customParam.speechContexts[1].phrases[2] = "word 2"
customParam.speechContexts[1].phrases[3] = "phrase 1"
customParam.speechContexts[1].boost = 20

ASSIGN customParamJSON = "{customParam.asJSON()}"	

Include one word or phrase in each customParam.speechContexts[#].phrases[#] property. You can create different sets of context hints by using different index numbers for the speechContexts property.

The customParam.speechContexts[1].boost property is optional. You can include it if you want to boost set of context hints compared to other sets. Set boost to a positive integer between 0 and 20. If you don't include boost or if it's set to a negative number, the set of context hints isn’t boosted.