Accessing Call Info and Call Variables

During an active call, you can view the call variables and call info at any time.

For vertical softphone layout, the call info and call variables are displayed together. For horizontal softphone layout, the call info and call variables are displayed in different tabs.

Call info displays the call information such as DNIS, Call ID, Call state, etc. Call variables display the variable passed from the IVR for Inbound and the business fields as configured in Campaign Manager for Outbound.

Inbound

During an incoming call alert, the softphone shows the call info and call variables to the agents. The call variables to be shown in the softphone are configured in the Acqueon Workspace’s Amazon admin application.

The default call info parameters are:

• DNIS: A Dialed Number Identification service (DNIS) is a service that helps to know what number was dialed for each incoming call.

• Call Id: Unique Identification number for each call.

• Queue Name: Name of the Queue.

• Call State: Current state of the call ( for example: Connecting, Connected, Hold, and Disconnected).

• Contact Nature: The nature of the contact - Fresh, Rescheduled, Callback, or any other value fetched from Campaign Manager and displayed in the Call Info section of the softphone.

• Call Attempts: The Agent is able to see call attempts made to reach a contact in the call info section. This helps the agent know the number of attempts made to reach the contact.

Outbound

When there is a call alert, the softphone shows the end-user information, default call info parameters are:

• Call Id: Unique ID automatically assigned to each call.

• Queue Name: Name of the queue.

• Call State: Current call state.

• LCM Key: Unique key assigned by Campaign Manager for the specific contact.

• Contact Nature: The nature of the contact - Fresh, Rescheduled, Callback, or any other value fetched from Campaign Manager and displayed in the Call Info section of the softphone.

• Call Attempts: The agent is able to see call attempts made to reach a contact in the call info section so that the agent can know the attempts made to reach the contact.

In addition to these details, the fields uploaded as part of the dial list can be configured to be shown. Few examples are first name, last name, region, etc.

For Fresh Call

For Call Back