Customer Informations

Display customer informations

The informations about a call are displayed via the Wazo Client on forms called sheets. Sheets or customer info is a mechanism that allow the user to receive information about a call in its client. There are many events that can trigger a sheet to be displayed and there are many variables available for display.

Enabling the sheets for a user

To be able to receive sheets, a user must have a CTI profile with the Customer Info xlet.


The user must also enable Screen Popup in its client.


Example: Display a Web page when an agent answers a call

The first step is to assign the URL to a dialplan variable. Go in the Services ‣ IPBX ‣ Configuration files and create a new file called setsheeturl.conf. In this file, put the following:

exten = s,1,NoOp(Starting Set Sheet URL)
same  = n,Set(SHEET_URL_CTI=
same  = n,UserEvent(dialplan2cti,UNIQUEID: ${UNIQUEID},CHANNEL: ${CHANNEL},VARIABLE: mysheeturl,VALUE: ${SHEET_URL_CTI})
same  = n,Return()

You can replace by the URL you want.

The second step is to set the URL when the call is queued. To do that, we will use a preprocessing subroutine. This is configured in the queue configuration : go to Services ‣ Call center ‣ Queues and edit the queue. Set the field Preprocessing subroutine to setsheeturl (the same as above).

The third step is to configure the sheet to open the wanted URL. Go to Services ‣ CTI Server ‣ Sheets ‣ Models and create a new sheet. Keep the default for everything except the Action tab, add a field and set it to {dp-mysheeturl} (the same as above).

The fourth and final step is to trigger the sheet when the agent answers the queued call. Go to Services ‣ CTI Server ‣ Sheets ‣ Events and link the event Agent linked to the sheet you just created.

That’s it, you can assign agents to your queue, log the agents and make them answer calls with the Wazo Client opened, and your browser should open the specified URL.