topic Re: Add fields in Conversation screen in Contact Pro

Add fields in Conversation screen

parkerr — Thu, 09 Dec 2021 08:43:32 GMT

Hi,

Is there a way to add additional information in Conversation screen via configuration or by passing data in IVR in Sinch CC Cloud Communication Panel? This is the screen where the agents accept or reject the call, or when the call is ongoing.

We have a case where there is a common overflow queue and agents need to know the original queue of the call.

Thanks.

Re: Add fields in Conversation screen

Jukka — Mon, 19 Jul 2021 09:22:23 GMT

Hey,

Yes, there is a way to display information collected in IVR within Communication Panel UI. For that you should collect the data in IVR, attach it to CAD (contact attached data) and then the data is available for any Extension Area app to read + display.

Br,
Jukka

Re: Add fields in Conversation screen

parkerr — Mon, 19 Jul 2021 10:46:27 GMT

Hi Jukka,

Thanks for the reply.

So the only way to display the collected data is to create an extension app, is that right?

Re: Add fields in Conversation screen

Jukka — Tue, 20 Jul 2021 09:01:12 GMT

Yes, that is right. The reason being that CAD can be basically in any format (soap, plain text...) and you could imagine what kind of mess it could do for UI. For long run we are planning of course to enhance the CAD visibility within UI, but for now like said it's the Extension Area.

//Jukka