lt Up to jtel portal release 3.33 the Agent Home - Tab "Current Call" looked as follows and was changed as of release 3.34 to a much more flexible and user definable layout.

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Agent Home (WebPortal or MiniClient)

The calls are displayed as "cards". 

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The right hand side of the “card” shows the following information:

• User Data
• Additional Info

The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.AgentHome.CurrentCalls.Call

Mini Client

On the left hand side of the call “card”, the following information is shown:

• A Party Number
• Start of call (time of day) followed by the waiting time from entering the ACD queue in brackets
• The ACD Group
• The service number

The right hand side of the “card” shows the following information:

• User Data
• Additional Info

The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.MiniClient.CurrentCalls.CallFrom release 3.34 it is possible to customize the information displayed in Agent Home. The customization is explained in Customization of Agent Home and Mini Client Displays.

Call Pick-Up

Agents can “pick” the call from the queue. The requirements for the agent are:

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Using this function is usually better when in the status “pause” or another status, where new calls will not be routed to the agent directly by the system.

Asciidoc Customisation

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The currentCall object in particular is available. The best way to see which fields are available in the current call, is to add only the #{currentCall} object to the layout. This will look horrible, but will show you all available fields.

For layout possibilities see this page: https://docs.asciidoctor.org/ for details.

Standard Layout Agent Home

[cols="100%"]
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#{currentCall.UserData}
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#{currentCall.AddInfo}
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Standard Layout Mini-Client

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