Call Variables

Call Variables

This section helps you configure call variables. You can also see how they appear on an Agent’s softphone.

Click the Call Variables tab in the left pane.

The configured call variables are displayed.

Add a Call Variable

Follow these steps to add a call variable:

1. Click the +Add button to add a new Call Variable.

   

2. Complete the following information.

   Field	Description
   Name	Enter a call variable name.
   Type	Select a call type - Inbound or Outbound.
   Add Queue	Enter a queue or Campaign name. It identifies the queue that the end user was routed through. You can add multiple queues using the Add button.
   Key Variable	The attribute name from the list of Contact Attributes.
   Display Name	The display name (label) for the key variable. This is the name that the agent sees on the softphone.

3. Click +Add Variable to add this variable.

4. Click Save.

Note

If you do not add any call variable, the softphone displays all the call variables in the Call Variables tab. Else, the softphone displays only the added variables.

Edit a Call Variable

1. Click the Edit button for the call variable that you want to edit.

2. Update the required fields.

3. Click Save to complete edit.

Delete a Call Variable

1. Click the Delete button for the call variable that you want to delete.

2. Click OK in the confirmation dialog box to complete deletion.

Copy a Call Variable

1. Click the Copy button for the call variable that you want to copy.

2. Enter a new name for the call variable in the pop up.

3. Click OK to save the copied call variable.