Now the inbound scripter can show the values of the custom call variables to the agent which are received as a response to a web service request that had been triggered in the attendant. Moreover, the values of the custom variables defined in the Set Variable step of the attendant can also be used in the inbound scripter.
The user can now easily define the custom call variable which is needed to be shown in the inbound scripter, just by typing $custom_[customcallvariablename]. The value of the defined custom call variable in the inbound call will be displayed in the inbound scripter.
Example 1:
Custom call variable name in the web service response: name
“name”:”John Doe”
Inserting the custom call variable name in the inbound scripter designer;
Hello, my name is $custom_name, how may I help you?
The way it is seen by the agent in the inbound scripter.
Hello, my name is John Doe, how may I help you?
Example 2:
Custom variable name defined in the Attendant Set Variable step: year
“year”:”5”
Inserting the custom variable name in the inbound scripter designer;
You have enrolled in our services $custom_year years ago.
The way it is seen by the agent in the inbound scripter;
You have enrolled in our services 5 years ago.
With this new functionality, inbound scripters will now enable many new business use cases to be achieved. The organizations will unlock new potential by serving customers in various new ways. The agents will easily reach the data received from many web services, that enable diverse systems to communicate with each other in a way at the same call, ultimately rendering a better service to the end-users.
The Setup
Exemplary Attendant;
👉 The response to the request sent to the service in the "Test Webhook" step in the attendant is as follows. The name variable will be used in the incoming call script.
{"conditional_forwarding_busy": "", "usephone": false, "supervisor": true, "chat_limit": 0, "photo": null, "incomingpopup": false, "conditional_forwarding": false, "agent": true, "mobile_client_login": false, , "reporting": true, "location_report_manager": false, "language": "tr", "active": true, "justphone": false,"user_manager": true, "name": "John Doe"}
👉 In the "Set Variable" step, the year variable is defined.
👉 In the inbound scripter, the following custom call variables are defined for use.
👉 During the inbound call, in this scenario, the text of the inbound scripter that is seen by the agent is as below;
Judging from this simple example, it is easy to see the new potential that can be unlocked with the use of custom call variables in the inbound scripter. Since the response data of the web services that are triggered in the attendant can easily be used by the agent in the call, a myriad of new ways to serve customers are now possible. The business use cases that involve several systems to be checked at the same call to reach an end-user goal are now easy to achieve.
We hope that the use of custom call variables in the inbound scripter helps your organization to achieve its targets easily. Please do not hesitate to contact us for further information and questions.