Call Variables

Use this section to configure the call variables. The labels associated with these call variables are shown on the Agent softphone, based on the campaign or queue from where the call originates.  

Click Call Variables in the left navigation menu to see the Call Variables screen. The application displays all the call variables configured, one variable to one tile.

To add a new call variable, click the +Add button. Complete the following information:

1. Name - Type a name for the call variable.

2. Type - From the dropdown list, select a type. The available options are Inbound and Outbound.

   1. Add Queue - Add the queue(s) from which the call was routed. This is applicable if you select the call type as Inbound.

      1. Type the first few characters of the queue name in the Search box. The queues that are mapped with this Call Variable are populated. Select the queues.

   2. Add Campaign - Add the campaigns from which the call was routed. This is applicable if you select the call type as Outbound.

      1. Type the first few characters of the campaign name in the Search box. The campaigns that are mapped with this Call Variable are populated. Select the campaigns.

3. Key variable - This is an attribute displayed on the agent softphone. Type an attribute to add. Note that this is not validated; any unavailable attribute may not be displayed on the agent softphone.

4. Display name - Type a display name for the Key variable. This name is displayed on the agent Workspace softphone.

5. Click the +Add Variable button.

6. You can add more variables to this queue.

   1. Click the Add Variable button for each variable that you want to add.

   2. Select a Key Variable and a Display Name.

   3. Each variable you have added is displayed.

7. Click Save to complete adding the call variable. This Call Variable is displayed as a new tile.

Managing Call Variables

All the configured call variables are displayed, one each to a tile. Each tile has options to manage the call variables. You can edit, delete, or copy the call variables.

1. To edit a call variable:

   1. Click the Edit icon on the call variable.

   2. Update any or all the Add Campaign or Queue, Key Variable, and Display Name fields.

      Note:

      You cannot edit the Name and Type fields.

   3. Click Save to complete.

2. To Copy a call variable:

   1. Click the Copy icon the call variable tile.

   2. In the pop up that appears, enter the Name for the new call variable. The copied call variable appears as a new tile on the Call Variable page.

3. To Delete a call variable:

   1. Click the Delete icon on the call variable tile.

   2. In the confirmation dialog box, click OK to complete deleting.

      Note:

      All information relating to the call variable is deleted. This is irreversible.

You have now completed the following topics:

• Configuration

• Call Variables

The next topic is Floating Toolbar.