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  • 1.  Screen pop on Pickup or by Client Button

    Posted 07-27-2021 12:56
    Hello,

    I have created a screen pop that pops customer account info to agents when a call comes in by; 1) creating an Action (web browser screen pop) that opens a URL (ie: http://website.com/{attribute}) then; 2) adding the screen pop action to the Alerting Action in the workgroup ACD configuration. It has been working fine but agents have complained that when a call comes in, the browser pops in front of other screens and interrupts them when notetaking, etc.

    I would like to have the screen pop open when the agent hits "Pickup" or possibly when they hit a Client button (ideally something that will work for Interaction Desktop and Connect). Essentially, I'm trying to create a handler that can pop a URL (w/ call attributes) to an agent when that call is picked up rather than when alerted. I've viewed several post with people trying to do something similar but I haven't been able to find anything that works. Can this be done with just handlers? Has anyone done something similar to this?

    Thanks,
    Chudi
    #AskMeAnything(AMA)
    #Handlers

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    Chudi Igboemeka

    Start.ca
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  • 2.  RE: Screen pop on Pickup or by Client Button

    Posted 07-27-2021 20:18
    Edited by Benyamin Ioffe 07-27-2021 20:20
    Hi Chudi,

    This can be done using the Client Button and will work for Interaction Connect and Interaction Desktop. First you will need to copy, rename, and publish the OOTB SetScreenPop handler/subroutine (within the new handler I removed the steps 31 and 32 and instead of these 2 steps I added an assignment step where sOfferingAction = sAcdScreenPopName). Then within your Client Button handler you can just define the Eic_ScreenPopName attribute with the name of the IA Action you want to use and then call the new SetScreenPop handler and you will get a working Screen-Pop :)

    If you want to use the Client Button with Screen-Pop multiple times, the following interaction attributes Eic_ScreenPopName and Eic_ScreenPopData should be set to an empty string and use the sleep step for 1 second before initiating the new SetScreenPop subroutine.

    Thank you,

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    Ben Ioffe (SWBC) | Opinions are my own and not the views of my employer.
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  • 3.  RE: Screen pop on Pickup or by Client Button

    Posted 07-29-2021 11:50
    Ben,

    This works beautifully! I was able to get this working with the button by setting it up how you described.

    Thank you very much!

    Chudi

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    Chudi Igboemeka

    Start.ca
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