How to Customize Pop-Ups

On this page

1 Overview
2 Customize existing Pop-Up
3 Create a new Pop-Up

Overview

Discover how you can easily customize the pop-up messages shown to agents upon receiving an inbound call, or create new pop-ups with automated actions triggered by specific conditions.

Customize existing Pop-Up

To set additional information to the lower section (called Extra) of an existing pop-up, you can use the EXTRAVAR system variable.

For guidance on how to use it and to see the full list of available variables, refer to the Variables documentation.

To customize an existing Pop-Up follow the below steps:

Go under Actions section to add an Application to the number you would like to use on Inbound (see here) or Internal Routes (see here).

Choose Set from the Application List and edit the application selecting the EXTRAVAR variable:

Insert the VALUE you would like to display, like in this example: Number ${CALLERID(num)} - Name ${CALLERID(name)}

The result is displayed in the Extra section of the Pop-Up of the XCALLY Windows Phonebar.

The EXTRAVAR content can also be displayed to agents using WebRTC.

Create a 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 below step to create your customized pop-up:

Create a new Template (see Templates) under Tools → Templates section
Define the content of the pop-up as template body

See Variables and Variable List pages to get more details on available variables and how to use them.

3. Create a new Trigger under Tools → Triggers and associate it to your desired conditions:

4. Add the Motion Bar action that will be performed when conditions are met. Select Type: Popup and the Template that you would like to display, that you created at step 1.

The result is that the template is displayed to agents using the XCALLY Windows Phonebar according to the set conditions:

The customized pop-up can be shown to WebRTC agents as well. In that case you need to create a Browser → Popup trigger selecting the desired template.