To enable this feature, configure your Contact Center Application to populate the following fields in the cisco.base.pod fieldset:
Your Contact Center Application uses customer identifiable information to search for a customer in Context Service. If a customer is found, the customerId is added to the pod and the customer is associated with the incoming activity. If there isn't a customerId in the pod when an agent accepts the activity, the new customer record is automatically created using the customer name, email, and phone number.
Name: When the name is available, the Customer Context gadget populates the last word in the Last Name field and all other words in the First Name field. The Customer Context gadget displays the name in the Open Customers list. If the custome name is one word the Customer Context gadget populates the First Name field and leaves the Last Name field empty.
Email: When the email address is available, the Customer Context gadget populates the Home Email field. To identify the customer, if the name is not available the Customer Context gadget displays the email address in the Open Customers list.
Phone Number: When the phone number is available, the Customer Context gadget populates the Mobile Phone field. To identify the customer, if the name and email address are not available the Customer Context gadget displays the phone number in the Open Customers list.
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