Information from your leads can be added to your scripts or appended to any screen pop URLs that are programmed in your campaigns or queues. Each variable must be prefixed and suffixed with an "@" sign in order to indicate a variable. For example, to show the agent's name, which is in the "fullname" field, you would enter "@fullname" in the appropriate location in your script.
Available Standard Fields:
You may also add the names of your custom fields in the same format as the standard fields defined above.
Here's an example of integrating a lead's name into the introduction of your script:
Hello, my name is @fullname and I'm calling from Fenero. May I please speak with @first_name @last_name? Hi @title @last_name, how are you doing today?
In the agent interface, this will appear as follows:
Hello, my name is Test Agent and I'm calling from Fenero. May I please speak with John Doe?
Hi Mr. Doe how are you doing today?
These can all be done from within the Agent Scripts tab under the Scripts & Filters app.
When a call arrives to the agent workstation, Fenero Contact Center can be configured to launch an external web-based application and pass the fields above along to this URL. This allows you to seamlessly integrate your existing web-based systems with Fenero.
Custom URLs must be entered in the following format:
An example of this is as follows:
Once a call arrives, the caller's phone number and incoming call DID will be passed along to the URL provided, resulting in a similar result as:
Configure for Inbound Calls Only
For inbound calls, you can set a custom URL for each inbound queue using the ACD Queues app. Open the desired queue in edit mode, and under the Perform the following when the call comes in: option, select Launch this URL. Enter your desired URL in this field along with any custom fields you would like to pass along. Click Save to continue.
If this setting is configured, it will override any URL settings provisioned on the campaign for each inbound call coming in on this queue.
Configure for Inbound or Outbound Calls
If you have campaigns with multiple inbound queues that all share the same URL, you may skip the previous step and simply apply the custom URL on the campaign level. Additionally, for any outbound calls on your campaign, you must set the URL on the campaign level in order for the system to find the correct URL during call arrival.
Open the Campaigns app and edit the desired campaign. On the General tab of the campaign edit page, look for the Launch when a call arrives option. Change this option to Automatically pop-up the URL below if it hasn't already been set to this and enter the desired URL in the Launch URL field immediately below it. Don't forget to pass any custom fields into your URL using the format described above.