After Call Work (ACW)

Supported only in Softphone.Pro 3.1 or newer.

You can activate After Call Work in Softphone.Pro. For example, user will have time to add information to CRM. User status used during After Call Work, can be set in Softphone.Pro settings. Busy status is used by default.

You can add custom status specifically for After Call Work.

How to enable After Call Work

1. Open Settings - Display section:

Interface section

2. Enable Show After Call Work window checkbox to activate After Call Work:

After Call work turning on

3. Select After Call Work status in After Call Work status dropdown.

After Call Work status

4. Now you will see After Call Work window when call finished.

After Call Work window

You can set tags to mark calls during After Call Work.

How to limit After Call Work time

You can use the AfterCallWorkTimeout configuration parameter to limit ACW time in seconds.

1. Exit Softphone.Pro.

2. Open SoftphonePro.ini config file with a text edtior and add the following configuration parameter under AppSettings section:

[AppSettings]
AfterCallWorkTimeout=60

Reminder and notes fields in After Call Work window

You can add Reminder and Notes fields to After Call Work window.

1. Exit Softphone.Pro.

2. Open SoftphonePro.ini config file with a text editor and add following parameters under [AppSettings] section:

  • ACWReminderEnabled = 1 enables Reminder field;
  • ACWNotesEnabled = 1 enables Notes field.

[AppSettings]
ACWReminderEnabled = 1
ACWNotesEnabled = 1

'After call work finished' event handler

'After call work finished' event handler allows the program to send data to third-party system on after call work end.

1. Go to Settings - Integration - Third-party systems and click Add Handler:

Add handler

2. Set handler settings:

Handler settings

Event: choose After call work finished;

SIP account: account that triggers the event. Particular one or all accounts;

Action:

  • Call a web service: handler will send a request using URL;
  • Open a link in web browser: handler will open URL in a new browser tab;

URL: destination address;

Named placeholders: will be replaced with data from the application.

3. Save handler settings and app settings.

Set up a minimum duration of the call that requires After Call Work

Supported only in Softphone.Pro 4.6 or newer.

You can use ACWMinimumCallDuration parameter to configure the minimum duration of the call that triggers After Call Work. After Call Window will only appear after the calls that were longer than the value of parameter in seconds.

1. Exit Softphone.Pro.

2. Open SoftphonePro.ini config file with a text editor and add or edit ACWMinimumCallDuration parameter under [AppSettings] section. The value is set in seconds, 10 seconds for example: 

[AppSettings]
ACWMinimumCallDuration=10

If the value is set to 0, After Call Window will show after every inbound and outbound call.

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