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Name |
Description |
Pop on ANI? (Y/N) |
The option to enable screen pops for ANI with the caller's phone number. The values are the following:
|
POP on DNIS? (Y/N) |
The option to enable screen pops for DNIS with the called number. The values are the following:
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Screen pop on consult or completed conference/transfer (C/N) |
The option to enable Avaya Workspaces for CRM to display screen pops to conference and transfer recipients. Conference and transfer recipients can view screen pops when they receive consultative calls, or when Avaya Workspaces for CRM completes a conference or transfer. The values are the following:
C (Completed): Avaya Workspaces for CRM displays screen pops to conference and transfer recipients when a transfer or conference is completed. This is the default option. N: Avaya Workspaces for CRM does not display screen pops to transfer, conference, and consultative call recipients. |
International ANI search? (Y/N) |
The option to enable Avaya Workspaces for CRM to perform an ANI search using the E.164 format. The values are the following:
|
Suppress Screen Pop (Y/N) |
The option to disable screen pops for interactions. The values are the following:
You need to set the value to Y for suppressing the screen pop on Dynamics 365 and ensure the search is done in the background without the screen pop. |
Wait for media before performing screenpop (Y/N) |
The option to display the customer details in the screen pop. The values are the following:
N: When an agent receives an interaction, the screen pop does not display the customer details. Avaya Workspaces for CRM searches for the information associated with this customer in Dynamics 365 using the customer's email. Y: When an agent receives an interaction, the screen pop displays the customer details. Avaya Workspaces for CRM searches for the information associated with this customer in Dynamics 365 using the customer data collected by the chat initiation form. The information collected by the chat initiation form can include the customer's name and phone number. |
Custom Parameter (1-10) |
The option to do one or more of the following actions:
Display the customer information in the Interaction Details section Display a screen pop Replace the default ANI and DNIS values with the new values Initiate a search through multiple values registered on the customer's contact page on CRM to display a screen pop to the matching object
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