After Call Work (ACW) in Team

Supported only in Softphone.Pro 3.1 or newer.

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

How to enable After Call Work (ACW)

1. Go to Settings - Softphone.Pro - General Settings.

2. In the After Call Work section activate Enable "After Call Work" checkbox.

3. Set the status user will have during After Call Work.

4. Add call tags using Add button.

Tags allow Agents to mark calls during After Call Work or in the Call Log window. Tagging helps you better analyze your calls. Find out more in the Call tagging article.

5. Save changes using Save button in the top-right corner.

If you want to remove a tag, click the X next to its name.

How to limit After Call Work time

1. Go to Settings - Softphone.Pro - General Settings.

2. In the After Call Work section enter the timeout in seconds in the After Call Work timeout, sec. field. After that time runs out the window will close automatically.

3. Save changes using Save button in the top-right corner.

Reminder and notes fields in After Call Work window

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

1. Go to Settings - Softphone.Pro - Advanced Settings and click Create configuration template button.

2. Define Name of the template. Add the [AppSettings] section to the Template field, and add following parameters to that section:

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

[AppSettings]
ACWReminderEnabled = 1
ACWNotesEnabled = 1

3. Click Save.

4. Open Settings - Users page and click on Agent's name to edit personal settings:

5. Open Softphone.Pro tab and copy your new template snippet to a clipboard by clicking the Copy button:

6. Paste template snippet in the Configuration file editor:

7. Click Save button to save configuration file.

8. Agent will see the "Please restart" message in their Softphone.Pro desktop app. Softphone.Pro will load an updated configuration file after restart.

'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 - Softphone.Pro - Advanced Settings and click Create configuration template button.

2. Define Name of the template. Add the [ExternalEventReceiver] section with an unique name, [ExternalEventReceiver1] for example, in the Template editor.

Add following parameters to that section:

• EventType: use ACWFinished
• AppType: use Web to call a web service, or LocalBrowser to open a link in a browser.
• Link: External link with %Parameter% placeholders. You can find out more about these placeholders in the SoftphonePro.ini article.
• SipAccount: ID of a SIP account that triggers the event.

[ExternalEventReceiver1]
EventType = ACWFinished
AppType = Web
Link = "http://example.com?event=%EVENT%&tamp=%TIMESTAMP%&direction=%DIRECTION%&login=%LOGIN%&server=%SERVER%&number=%NUMBER%&callername=%CALLERNAME%&duration=%DURATION%&header=%HEADER1%&acw_duration=%ACW_DURATION%&acw_tag=%ACW_TAG%&acw_reminder=%ACW_REMINDER%&acw_notes=%ACW_NOTES%"
SipAccount = 0

3. Click Save.

4. Open Settings - Users page and click on Agent's name to edit personal settings:

5. Open Softphone.Pro tab and copy your new template snippet to a clipboard by clicking the Copy button:

6. Paste template snippet in the Configuration file editor:

7. Click Save button to save configuration file.

8. Agent will see the "Please restart" message in their Softphone.Pro desktop app. Softphone.Pro will load an updated configuration file after restart.

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

Supported only in Softphone.Pro 4.6 or newer.

You can 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. Go to Settings - Softphone.Pro - Advanced Settings and click Create configuration template button.

2. Define Name of the template. Add the [AppSettings] section to the Template field, and add ACWMinimumCallDuration parameter with value in seconds to that section:

[AppSettings]
ACWMinimumCallDuration = 10

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

3. Click Save.

4. Open Settings - Users page and click on Agent's name to edit personal settings:

5. Open Softphone.Pro tab and copy your new template snippet to a clipboard by clicking the Copy button:

6. Paste template snippet in the Configuration file editor:

7. Click Save button to save configuration file.

8. Agent will see the "Please restart" message in their Softphone.Pro desktop app. Softphone.Pro will load an updated configuration file after restart.

See all articles