Hi

Our customer has a request regarding incoming calls. They want a panel to pop up for the agents with content that changes depending on the DNIS. What would be the implementation approach for this?

Regards

Anna

Hi

Our customer has a request regarding incoming calls. They want a panel to pop up for the agents with content that changes depending on the DNIS. What would be the implementation approach for this?

Regards

Anna

#Implementation

------------------------------
Anna Mazor

------------------------------

Here's how I would tackle it. In whatever script those agents are using, create the desired input variables. In your Inbound Call flow, get the value of the Call.CalledAddress or Call.CallAddressOriginal built-in variable. Once you have that, you can do whatever logic you would like based on that DNIS, then send data to the agent's screen in a couple of ways:

• You could use a Set Screen Pop step. When you select a script that has input variables, you will see that you can pass values into those variables.
• You can use a Set Participant Data step. This is useful when the call may go different places that have different scripts. If you set a participant data value with the same name as your script input variable, the value of that participant data will automagically get passed to the script. For instance, I set a participant data variable called GuarantorID = 12345 in my Inbound Call flow then transfer to an ACD queue. That queue has a default script that has an input variable named GuarantorID. That '12345' value is available for me to display in that script even though the flow had no knowledge of that script.

------------------------------
Dave Halderman
Business Analyst

Original Message:
Sent: 05-09-2025 02:01
From: Anna Mazor
Subject: Display window with connectect based DNIS for incoming call

Hi

Our customer has a request regarding incoming calls. They want a panel to pop up for the agents with content that changes depending on the DNIS. What would be the implementation approach for this?

Regards

Anna

#Implementation

------------------------------
Anna Mazor

------------------------------

 Hi,

Thanks for your help. Our script successfully displays call data within the Agent Workspace. The current challenge is that minimized Agent Workspace windows don't automatically restore or notify agents of new incoming calls. This means agents can miss critical data.

We're looking for a solution that either brings the Agent Workspace to the front when a new call arrives or provides a notification (like an Outlook email pop-up) to alert agents, regardless of the workspace's window state

Tank you

------------------------------
Anna Mazor
CEO

Original Message:
Sent: 05-09-2025 11:04
From: Dave Halderman
Subject: Display window with connectect based DNIS for incoming call

Here's how I would tackle it. In whatever script those agents are using, create the desired input variables. In your Inbound Call flow, get the value of the Call.CalledAddress or Call.CallAddressOriginal built-in variable. Once you have that, you can do whatever logic you would like based on that DNIS, then send data to the agent's screen in a couple of ways:

• You could use a Set Screen Pop step. When you select a script that has input variables, you will see that you can pass values into those variables.
• You can use a Set Participant Data step. This is useful when the call may go different places that have different scripts. If you set a participant data value with the same name as your script input variable, the value of that participant data will automagically get passed to the script. For instance, I set a participant data variable called GuarantorID = 12345 in my Inbound Call flow then transfer to an ACD queue. That queue has a default script that has an input variable named GuarantorID. That '12345' value is available for me to display in that script even though the flow had no knowledge of that script.

------------------------------
Dave Halderman
Business Analyst

Original Message:
Sent: 05-09-2025 02:01
From: Anna Mazor
Subject: Display window with connectect based DNIS for incoming call

Hi

Our customer has a request regarding incoming calls. They want a panel to pop up for the agents with content that changes depending on the DNIS. What would be the implementation approach for this?

Regards

Anna

#Implementation

------------------------------
Anna Mazor

------------------------------