Hi Allen,
Thank you so much for your help! I was out of the office for a week so coming back to this was a bit daunting, but your message was super simple.
We've got our pop up screen working now and have a meeting to test further with the 3rd party. Quick side note, is there a way to avoid the new tab? I have it set to False in the script for the new window, but still get a new tab and wondered if I am missing that slider somewhere.
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WFM4Life
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Original Message:
Sent: 08-31-2023 11:22
From: Allen Coley
Subject: CRM iFrame Implementation
Sounds like you just about have it.
In your script go to Variables and add a variable called "ANI" data type String with input enabled.
Add a variable for "CRM URL" and set it to your URL with the parameter string. Example https://superawesomebutnotrealcrm.com/customers?phone=
Now add a web page to your script and size it how you want it.
On the left side under Web page set the source to varaible:
{{CRM URL}}{{ANI}}
Publish your script.
Now to go architect and edit your In Queue Flow.
Add a node (not sure what you actually call it) Flow -> Set ScreenPop.
Pick your script and set ANI to: RIGHT(Call.Ani,10)
When I would use just Call.Ani it was including the full "SIP:+15558675309", there might be a better variable but that's what I came up with.
Works like a champ.
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Allen Coley
Chewy, Inc.
Original Message:
Sent: 08-30-2023 12:07
From: Katia Ojea Fernandez
Subject: CRM iFrame Implementation
Hello, I am very unfamiliar with integrating any kind of iframe or screen pop in Genesys. We are partnering with a 3rd party to try to implement their product, which would consist of us using a URL to have their system lookup the ANI in our CRM and return the customer data in an iframe in Genesys for our agents.
I found a couple of articles and made the Screen Pop Script which references the URL, but I am not sure how to use this in the flows. Some older articles reference a screen pop/script action but that doesn't seem to exist in the same way anymore. Any help would be appreciated or if there is another article that covers this situation, that would help too. Thank you.
#Unsure/Other
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WFM4Life
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