Specialty Answering Services uses a variable language to provide access to some of the call data in your account. This data may be used in location settings, appointment reminders, call reports, custom app integration, and API integration.
While your script is unique and will have its own variables (e.g. [Date of Birth], [Type of Insurance], [Insurance ID]), the list below summarizes the variables that are common to every script we create. Certain variables can even be used in the operators' script. For example, the operator might say, "Hello, my name is [OpName], my operator ID is [OpID]. How may I help you today?"
[ANI] = Automatic Number Identification
ANI is a service that provides the receiver of the telephone call with the number of the calling party. A caller's telephone number is captured by ANI service even if the Caller ID is blocked.
[CallID] = Caller ID
Different than ANI, Caller ID is a telephone service that transmits a caller's number to the called party's telephone equipment before the call is answered. Caller ID is made up of the calling number and the subscriber’s name, where available.
[CallDate] = Call Time and Date
Our system will keep a log of the date and time of each call you receive, even if the call is disconnected before it reaches the operators.
[CampaignID] = Campaign ID Number
Every campaign has an internal numerical identifier, which you may find useful when running multiple campaigns.
[CampaignName] = Name of Your Campaign
With multiple campaigns, messages can include the name of the campaign the caller dialed into.
[DID] = Direct Inward Dialing
The DID number is the static number that is assigned to your account at the call center. Do not forward to the DID.
[LeadID] = Lead ID Number
The LeadID is a unique numerical identifier attached to the telephone calls you receive.
[LocationID] = Location ID Number
The LocationID is a unique numerical identifier for the location that is attached to each call type. The location is the place (text, email, or fax) where we send message notification once the call ends.
[OpID] = Operator ID Number
Each operator has a specific ID number that can be included in your notification.
[Status] = Call Status
Incoming calls to your campaign(s) will have the status label ‘New’.
[TFN] = Toll-Free Number
Your toll-free number is the number that is linked to the DID on your account. The TFN could be a toll-free or local number, depending on what exchange you were provided during set up. This is the number you forward your phones to.
[UCN] = Unique Call Number
A unique call number can be generated that is linked to a particular call. This may be used for accounts taking online orders.
[OpName] = Operator's Name
It may be easier to keep track of operators’ names rather than their ID numbers. This can help support provide additional instruction to operators who may need a tutorial on your call handling.