Accessing Call Variables

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

Inbound Call variables provide the call information such as DNIS, Call ID, call state as defined in the Amazon admin application. In addition, any variables captured in the IVR can also be assigned to the contact attributes and displayed in the call variables.

Inbound call variables provide call information such as call ID, call state as defined in the Amazon admin / Campaign Manager application, etc. In addition, the variables uploaded as part of the contact list can also be displayed in the call variables.

Inbound

During incoming call alert, the softphone shows the call variables to the agents. Call variable parameters are configured in Amazon Admin application.

The default parameters include:

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

• Instance ARN: Amazon Connect instance ID. To find out The Amazon Connect Instance ID, see https://docs.aws.amazon.com/connect/latest/adminguide/find-instance-arn.html.

• Customer Name: Name of the end user.

• Contact Id: Amazon Connect instance ID

• 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 the call alert comes in, the softphone shows the end user information:

A few additional contact list information that can be displayed for Outbound calls are First Name, Last Name, Order ID, Prime Type, Country, Region, Segment, Loan Amount, Pending Dues, and Due Amount.

• 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.

For a Fresh Call

For Callback