System Tokens

System tokens include the following tokens types.

Data tokens: Represent data values in the Multichannel Application
Control tokens: Control the flow of an interaction

The following table lists the data tokens.

Data Token Name	Token Code	Description
Asset Id	SVCMCA_ASSET_ID	Asset Identifier.
Asset Name	SVCMCA_ASSET_NAME	Asset Name.
Asset Number	SVCMCA_ASSET_NUM	Asset Number.
Channel Id	SVCMCA_CHANNEL_ID	Channel Identifier which is populated from Channel Name to be passed for page parameters.
Communication direction	SVCMCA_COMMUNICATION_DIRECTION	Communication direction, which can either be inbound or outbound. Set the value to ORA_SVC_INBOUND for inbound and ORA_SVC_OUTBOUND for outbound direction. These values are defined in the ORA_SVC_IM_DIRECTION_CD Lookup Type.
Communication Reason	SVCMCA_WRAPUP_COMM_REASON	Communication Reason of the Interaction
Contact First Name	SVCMCA_CONTACT_FIRST_NAME	Contact's first name.
Contact ID	SVCMCA_CONTACT_ID	Contact person identifier. This ID value may be available on the customer documentation or it can be retrieved from the application for use.
Contact Job Title	SVCMCA_CONTACT_JOB_TITLE	Contact's job title.
Contact Last Name	SVCMCA_CONTACT_LAST_NAME	Contact's last name.
Contact Name	SVCMCA_CONTACT_NAME	Contact name. Obtained from Oracle Fusion Service for use.
Contact Organization ID	SVCMCA_CONTACT_ORG_ID	Contact's primary organization ID.
Contact Organization Name	SVCMCA_CONTACT_PRIM_ORG_NAME	Contact's primary organization name.
Contact Phone Number	SVCMCA_CONTACT_PRIMARY_PHONE	Contact's primary phone number.
Display Name	SVCMCA_DISPLAY_NAME	Contact name or other identifying contact information to be displayed in supplier toolbars.
Email	SVCMCA_EMAIL	Contact email. Can be obtained from IVR or from Oracle Fusion Service for use.
Interaction identifier	SVCMCA_INTERACTION_ID	Interaction identifier. Obtained from the application for use. Can be sent from the application using the APIs to prevent creating duplicate interactions.
Interaction Notes	SVCMCA_WRAPUP_INTERACTION_NOTES	Notes of the Interaction
Lead ID	SVCMCA_LEAD_ID	Lead Id. Can be obtained from IVR system or from FA module and reused subsequently.
Lead Name	SVCMCA_LEAD_NAME	Lead name. Usually, will be obtained from FA module and reused subsequently.
Loyalty Member ID	SVCMCA_LOYALTY_MEMBER_ID	Loyalty Member Identifier
Loyalty Member Name	SVCMCA_LOYALTY_MEMBER_NAME	Loyalty Member Name
Loyalty Member Number	SVCMCA_LOYALTY_MEMBER_NUMBER	Loyalty Member Number
Mobile Phone Area Code	SVCMCA_MOBILE_AREA	Mobile Phone Area Code. Token value from the call data that can be passed to the contact picker when creating a contact.
Mobile Phone Country Code	SVCMCA_MOBILE_CC	Mobile Phone Country Code. Token value from the call data that can be passed to the contact picker when creating a contact.
Mobile Phone Local Number	SVCMCA_MOBILE_LOCAL	Mobile Phone Local Number. Token value from the call data that can be passed to the contact picker when creating a contact.
Object ID List	SVCMCA_OBJ_ID_LIST	Object Id List for filtered display of specific objects.
Opportunity ID	SVCMCA_OPPORTUNITY_ID	Opportunity Id. Can be obtained from IVR system or from FA module and reused subsequently.
Opportunity Name	SVCMCA_OPPORTUNITY_NAME	Opportunity name. Usually, will be obtained from FA module and reused subsequently.
Organization ID	SVCMCA_ORG_ID	Account or organization ID. The ID may be available on the customer documentation. The ID can be identified by Interactive Voice Response (IVR) or can be retrieved from Oracle Fusion Service for use.
Organization Name	SVCMCA_ORG_NAME	Account name. Obtained from Oracle Fusion Service for use.
Phone Area Code	SVCMCA_PHONE_AREA	Work Phone Area Code. Token value from the call data that can be passed to the contact picker when creating a contact.
Phone Country Code	SVCMCA_PHONE_CC	Work Phone Country Code. Token value from the call data that can be passed to the contact picker when creating a contact.
Phone Extension	SVCMCA_PHONE_EXT	Work Phone Extension. Token value from the call data that can be passed to the contact picker when creating a contact.
Phone Local Number	SVCMCA_PHONE_LOCAL	Work Phone Local Number. Token value from the call data that can be passed to the contact picker when creating a contact.
Phone Number	SVCMCA_ANI	Automatic Number Identification value sent from telephony provider.
Resolution Code	SVCMCA_WRAPUP_RESOLUTION_CODE	Resolution Code of the Interaction
Service Request Identifier	SVCMCA_SR_ID	Service request identifier. Obtained from Oracle Fusion Service for use.
Service request Number	SVCMCA_SR_NUM	Service request number to be passed whenever the number is available.
Service Request Title	SVCMCA_SR_TITLE	Service request title. Obtained from the application for use.
Task ID	SVCMCA_TASK_ID	Task ID.
Transfer Reason	SVCMCA_WRAPUP_TRANSFER_REASON	Transfer Reason of the Interaction
Universal Work Object Identifier	SVCMCA_UWO_ID	Specifies the universal work object identifier.
Work Order Id	SVCMCA_WORK_ORDER_ID	Work Order Identifier.
Work Order Number	SVCMCA_WORK_ORDER_NUM	Work Order Number.

The following table lists the data tokens for HR HelpDesk use.

Data Token Name	Token Code	Description
Person Email	SVCMCA_PER_EMAIL	Person Email address
Person Id	SVCMCA_PER_PERSON_ID	Person Unique Identifier
Person List Name	SVCMCA_PER_LIST_NAME	Person last name, first name
Person Name	SVCMCA_PER_NAME	Person display name
Person National Id Number	SVCMCA_PER_NAT_ID_NUM	Person's National Id Number
Person Number	SVCMCA_PER_NUMBER	Person Number
Person Phone	SVCMCA_PER_PHONE	Person Phone number

The following table lists the control tokens.

Control Token Name	Token Code	Description
Parent interaction identifier	SVCMCA_PARENT_INTERACTION_ID	Parent interaction identifier in the case of a transfer. Expected to be sent along a new communication event data of the second call.
Secondary Call Type	SVCMCA_2NDARY_CALL_TYPE	A type of secondary party call, which can be one of Transfer, Conference, and Consult. This value must be sent by the toolbar on a new communication event when transferring to the second agent.
Skip customer identification step	SVCMCA_BYPASS_IDENTIFY_CONTACT	Skips automatic customer identification upon receiving an inbound interaction. This token can be used with the `startCommEvent()` call.
Skip customer verification step	SVCMCA_BYPASS_CUSTOMER_VERIFICATION	Skips automatic customer verification screen to be made available to the agent. This token can be used with the `startCommEvent()` call.
Skip Reverse Lookup	SVCMCA_BYPASS_REVERSE_LOOKUP	Skip automatic reverse lookup of contact.
Skip the auto screen pop engine	SVCMCA_BYPASS_AUTO_SCREEN_POP	Skips the automatic run of screen pop engine upon accepting the interaction by the agent. This token can be used with the `startCommEvent()` call.
Timeout	SVCMCA_WRAPUP_TIMEOUT	Specify the time, in seconds, before the Wrap Up window is automatically closed, by adding the following pair to this parameter: SVCMCA_WRAPUP_TIMEOUT, #OFSECONDS. Replace the #OFSECONDS value with the actual number of seconds before the wrap up is automatically closed. This token can be used with the `newCommEvent()` call.