We have improved our WebURL menu to be more compatible with new use-cases as the need for communication among various software systems has increased in order to respond to the needs of the end-users to receive a seamless service. With our recent development, it is far easier to exchange data among diverse systems and eventually improve the agility of the operations.
It is possible now to send custom call variables to other web services, also if needed to do so in campaign custom fields format. This will enrich the communication among the systems, thus enabling a more dynamic and flexible structure among the call, campaign, and external services, rendering them a harmony to serve end-user needs. A myriad of new use-cases can be implemented to make way for fulfilling various needs and business requirements.
Thanks to this development, just like standard call variables, custom call variables can be sent to web services. Being able to convey the data coming from the external systems from which the call originates to the contact center operation, will enable new sales scenarios to come to life and enrich the service quality.
Within the scope of this article, we will detail the ongoing structure of the WebURL menu for the standard call variables. Next, the new development for the use of custom call variables will be discussed thoroughly.
The Standard Call Variables
In the WebURL menu, standard call variables can be defined in the fields listed under the URL field where the relevant web service is entered. This structure ensures that standard call variables are sent as parameters to the URL address in the request.
For instance, when the web service is triggered, the defined standard call variables are added as parameters to the request URL as you can see below.
You can also send standard call variables in campaign custom field format by adding their names in the system with the $call prefix to the second field below.
The Custom Call Variables
It is now possible to send the custom call variables to the corresponding web service as parameters. To elaborate on the concept of custom call variables, the parameters defined in the set variable step in an attendant menu or the headers in a SIP trace can be given as examples.
In the WebURL menu, the Send Custom Variables box must be checked in order to send the custom call variables to the corresponding web service. When the box is checked, all custom call variables are added as parameters to the request sent to the web service, as in the previous example.
In the example below, in addition to the standard variables, you can see the test and test2 parameters in the request URL defined as a custom call variable.
For some scenarios, it may not be the best case to send all custom call variables. In the delivered custom call variables, a parameter that is unexpected by the receiving web service might be sent that might disrupt the functionality. In such cases, such custom call variables can be restrained from sending by writing their names in the Custom variables that will not be used by the webhook field below. Multiple variables can be defined by separating them with commas, without leaving any spaces.
Custom Variables (In the format of campaign custom field)
The following fields will be used when it is necessary to send custom call variables to web services that expect variables in custom field format, especially when using the CCS Add contact to campaign API.
In the Custom Variables (In the format of campaign custom field) section, only the customfields expression should be written in the first field. This way, all custom call variables will be sent to the corresponding web service in campaign custom field format. If only one or more of the custom call variables are to be sent, the relevant custom call variable names should be written in the second field, separated by commas, without leaving any spaces.
For example, "test" and "test2" parameters defined as custom call variables are included as parameters in the request URL when only the “customfields” expression is written in the first field.
Given it is necessary to send only the variable named test, “test” should be written in the second field. Once done so, it can be seen that only the custom call variable named test is added as a parameter to the URL.
Important Note: You can't send custom and standard call variables at the same time. Thus you can only enter either custom or standard call variables in the field below.
We hope the new ability to send custom call variables to other web services will improve your operation's reach and lead to new business opportunities for your organization. Please do not hesitate to contact us for further information.