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Screen Pop Integration with Middleware

  • 1.  Screen Pop Integration with Middleware

    Posted 06-05-2025 18:47

    chunkeat26 | 2016-11-29 22:57:41 UTC | #1

    Hi, One of our customer is developing a middleware to screen pop the customer bank details on an application, "Vision+", installed locally on each Agent's workstation.

    The integration is split into 2 parts:

    1. When a Call is assigned to an agent, PureCloud will pop up Script, and at the same time Customer Account Details should also pop up on the Vision+ Apps.
    2. When the Call dispositioned by agent, Middleware will need to write the disposition code to Vision+ so that it gets updated in real time in Vision+ Database.

    Question:

    1. How is the Middleware notified when the call is connected/disconnected?
    2. How can the Middleware query PureCloud for the wrap up code/Disposition?

    tim.smith | 2016-11-30 16:36:01 UTC | #2

    How is the Middleware notified when the call is connected/disconnected?

    Using the Notifications APIs. There's also a tutorial for notifications.

    edit: you may also be interested in the open source queue notifications example.

    How can the Middleware query PureCloud for the wrap up code/Disposition?

    POST /api/v2/analytics/conversations/details/query will have wrapUpCode, wrapUpNote, and wrapUpTags properties on segments that have wrap up codes assigned.

    chunkeat26 | 2016-11-30 19:55:17 UTC | #3

    Thanks Tim, i will pass this information to the developers :slight_smile:

    system | 2017-08-28 19:29:08 UTC | #4

    This post was migrated from the old Developer Forum.

    ref: 682



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