You can easily customize the pop-up messages shown to the Agent when he receives an inbound call or create new pop-ups setting automatic actions to activate when some specific conditions are met.
Customize existing Pop-Up
In order to add extra information in the lower section (named Extra) of the already existing pop-up you can use the EXTRAVAR system variable (see Variables on how to use it and Here for and the full list of variables that can be used):
In order to do this, you need to add an Application to the number you use selected from the Dialplan for Inbound (see here) or Internal Routes (see here) as in the following example:
Choose Set from the Application List (click, drag and drop it), edit Set and select the EXTRAVAR variable:
and insert the VALUE you want to be shown as in the following example:
and the pop-up will appear as the following:
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Remember to adopt the proper syntax (see Here) using the EXTRAVAR variable! |
Create new Pop-Up
In the following example, when a call is received by the agent the system shows a pop-up message containing information about the caller (e.g. caller number, name and destination queue)
Follow the next step to create your customized pop-up:
- Create a new Template (see Templates on how to create a new one) and define the look and content of the pop-up
See Variables on how to use them and Motion Variable List for a complete list of them.
- Create a Trigger and associate it to specific conditions and actions:
then specify the actions to perform:
At the end of the configuration steps explained above, when an agent answers a call a pop-up like this will be displayed:
Use the Template functions to insert pictures or to enrich the pop-up look!