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Screen Pop Transfer of Data

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  • 1.  Screen Pop Transfer of Data

    Posted 07-09-2025 05:50
    Edited by richard craig 07-09-2025 08:28
    No replies, thread closed.

    When an agent transfers a call to another agent the receiving agent is not getting any screen pop details from the previous call. So for instance we have requested claims number, policy number, customer contact number to pop which it does do for the first agent but when the call is transferred nothing appears for the receiving agent.

    I have done more testing on this and i think the problem is that the calls are being transferred to a transfer number (external contact) instead of a standard queue. Is it possible to configure this so that it works with a blind and consult transfer to a transfer number as well as a standard queue.


    #ArchitectureandDesign

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    richard craig
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  • 2.  RE: Screen Pop Transfer of Data

    Posted 07-09-2025 08:27
    No replies, thread closed.

    Hello Richard, 

    This could potentially be due to configuration issues. A couple of things you could look at might be the transfer method configuration, screen pop setup, data transfer configuration. 

    For transfer method configuration:

    • Ensure that transfers are being done through ACD
    • Screen pop scripts work when you transfer to ACD - direct agent to agent transfers may not maintain the screen pop data. 

    For screen pop setup:

    • Verify that you have properly configure the set screen pop action in your task sequence.
    • Ensure the script is being published
    • Check that the input variables are properly configured to store and pass the user data

    For data transfer configuration:

    • Verify that participant data is properly configured to be visible on the interaction
    • check that the values being passed to script variables are properly set up
    • ensure that the transfer configuration includes passing of the interaction context

    These are just a couple of ideas. That might be causing the behavior. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Screen Pop Transfer of Data

    Posted 07-09-2025 08:30
    No replies, thread closed.

    Cameron,

    not sure if you saw my update ?. I just need to get it working with external contacts aswell as transferring from queue to queue however I am not sure this is possible ?.



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    richard craig
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    Original Message


  • 4.  RE: Screen Pop Transfer of Data

    Posted 07-09-2025 10:03
    No replies, thread closed.

    Richard, 

    Apologies I did not see your update. Let me dig in and see what I can find. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 5.  RE: Screen Pop Transfer of Data

    Posted 07-09-2025 10:10
    No replies, thread closed.

    not sure if i need to add anything further anywhere in order for the data to be moved across external contacts. The customer is not using the standard queue to queue transfer which obviously works.



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    richard craig
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    Original Message


  • 6.  RE: Screen Pop Transfer of Data

    Posted 07-09-2025 11:14
    No replies, thread closed.

    Hello Richard, 

    If im understanding your need correctly you are looking for a way to have data moved across external contacts, but not in a queue to queue transfer. But please correct me if I am missing anything. 

    If thats the case you might want to look into Participant Data Attributes. You can set up participant data before initiating the transfer to an external contact. You can either use the consultTransferExternal or the blind transfer option to an external contact. 



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    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 7.  RE: Screen Pop Transfer of Data

    Posted 07-09-2025 11:27
    No replies, thread closed.

    Cameron,

    I have tested the queue to queue transfer and all of the data populates on the screen pop when the call is transferred to the second agent - all good and behaving as it should.

    When we try and transfer from agent 1 to agent 2 (external contact) the screen pop information is missing on the agents screen who the call is being transferred to.

    We have a screen pop reusable task where there is a set participant data action at the top which has a screen pop product, announcement prefix and product. This then goes into a switch task to return the first case that returns true.

    I have added another case with my set screen pop action on it so do i need a participant data action before that and then the screen pop action below that ?.



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    richard craig
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    Original Message


  • 8.  RE: Screen Pop Transfer of Data

    Posted 07-11-2025 04:00
    No replies, thread closed.

    Cameron,

    Did you get an opportunity to look at this ?. Is it just a case of adding further elements to the Architect call flow or even the script ?. I was tinkering around with both and I did manage to get the policy number to pop on the transfer.



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    richard craig
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    Original Message


  • 9.  RE: Screen Pop Transfer of Data

    Posted 07-11-2025 08:36
    No replies, thread closed.

    Hello Richard,

    Sorry for the delay in getting you a response. Yes you will need to add a Set Participant Data action before your screen pop action. The Set Participant Data action is important as it ensures all necessary data is available for the transfer. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 10.  RE: Screen Pop Transfer of Data

    Posted 07-11-2025 09:09
    No replies, thread closed.

    are there any particular expressions that need to be used ?



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    richard craig
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    Original Message


  • 11.  RE: Screen Pop Transfer of Data

    Posted 07-11-2025 09:39
    Edited by Cameron Tomlin 07-11-2025 09:39
    No replies, thread closed.

    There are several expressions you can use. Obviously these are based on needs. I will add them below:

    Contact Information:
Attribute Name: "contactName"
Value: ${Customer.FirstName} + " " + ${Customer.LastName}

Attribute Name: "phoneNumber"
Value: ${Customer.PhoneNumber}

Attribute Name: "emailAddress"
Value: ${Customer.Email}
Policy/Account Information:
Attribute Name: "policyNumber"
Value: ${Customer.PolicyID}

Attribute Name: "accountNumber"
Value: ${Customer.AccountID}

Attribute Name: "customerID"
Value: ${Customer.ID}
Interaction Context:
Attribute Name: "caseNumber"
Value: ${Interaction.CaseID}

Attribute Name: "interactionType"
Value: ${Interaction.MediaType}

Attribute Name: "priority"
Value: ${Interaction.Priority}
Additional Context:
Attribute Name: "lastAgent"
Value: ${User.LastAgent}

Attribute Name: "department"
Value: ${Queue.Department}

Attribute Name: "notes"
Value: ${Customer.Notes}

    You can also combine multiple variables using the + and the recommended formatting is JSON. Example below: 

    Attribute Name: "customerData"
Value: "{\"id\":\"" + ${Customer.ID} + "\",\"type\":\"" + ${Customer.Type} + "\"}"



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    Cameron
    Online Community Manager/Moderator
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    Original Message


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