Date: Fri, 29 Mar 2024 13:15:49 +0000 (UTC)
Message-ID: <31981085.11.1711718149456@cf3911da6d7a>
Subject: Exported From Confluence
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By default, when a call is routed to an agent, the caller's CLID=
appears in the agent's ContactPad. If you want to override this=E2=80=94sh=
ow the caller's name, account, or renewal date, for example=E2=80=94you can=
set a display name for the call. The display name appears in the following=
places when the relevant feature is enabled for your account:
- In the priority calls list in ContactPad if the priority call hand=
ling feature is enabled for your account. For information about priority ca=
ll handling, see Priority cal=
l handling in ContactPad.
- In a priority call notification if personal queues or priority cal=
l handling are enabled for your account. For information about priority cal=
l notifications, see Call notificat=
ions in ContactPad.
In the following example, display names for the inbound calls appear in =
the information panel of ContactPad instead of the respective callers' CLID=
s. The same information appears in priority call notifications or in a=
priority call list if those features are enabled for your account.
=
How do I set a display name for an inbound call?
To set a display name for an inbound call, you must configure a Set Data=
Source applet that creates a data source called DisplayName. Perform the f=
ollowing tasks:
- In the relevant interaction plan, create a Set Data Source applet.
- In Data Source, type 'DisplayName'. In Value=
strong>, specify the value you want to appear in ContactPad. You can u=
se a combination of text and data sources to define the display name. For i=
nformation about the Set Data Source applet, see S=
et Data Source applet.
When an interaction is routed through the Set Data Source applet, the ap=
plet sets DisplayName the value you specify. The value appears in Cont=
actPad if the relevant features are enabled for your account.
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