Screen Pop Options field descriptions

Last Updated : May 07, 2024 |
Prolog information
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Avaya Workspaces uses the Inline Frame element for the page that the screenpop application displays. When Avaya Workspaces uses the <iframe> syntax to display the website, the cookies from the embedded content are considered third-party cookies.
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:
  • Y: Avaya Workspaces for CRM displays screen pops for ANI.
  • N: Avaya Workspaces for CRM does not display screen pops for ANI.
POP on DNIS? (Y/N)
The option to enable screen pops for DNIS with the called number.
The values are the following:
  • Y: Avaya Workspaces for CRM displays screen pops for DNIS.
  • N: Avaya Workspaces for CRM does not display screen pops for DNIS.
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:
  • Y: Avaya Workspaces for CRM searches for ANI numbers using the E.164 format.
  • N: Avaya Workspaces for CRM does not search for ANI numbers using the E.164 format.
Suppress Screen Pop (Y/N)
The option to disable screen pops for interactions.
The values are the following:
  • Y: Avaya Workspaces for CRM does not display screen pops for interactions.
  • N: Avaya Workspaces for CRM displays screen pops for interactions.
Wait for media before performing screenpop (Y/N)
The option to display the customer details in the screen pop.
The values are the following:
  • 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 Salesforce 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.
  • 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 Salesforce using the customer's email.
Screenpop Delay (seconds)
The option to delay screen pops when Avaya Workspaces for CRM uses the Context Store. You can type the required delay duration in seconds.
If Avaya Workspaces for CRM collects the data from the Context Store during the delay, the screen pop that contains this data displays.
Custom Parameter (1-10)
The option to define custom parameters for Attributes or UUI elements. You can do one or more of the following:
  • Display additional customer information in the Interaction Details section. For example, define attributes or UUI elements that route an engagement, such as the language, department, or queue.
  • Display a screen pop or initiate a global search on the CRM
  • Display a screen pop based on the object ID
  • Replace the default ANI and DNIS values with the new values
For more information and examples, see Custom parameter use cases.
UUI Start
The Start delimiter character for UUI content. Anything before the Start character in a string is ignored.
The value you type in this field must match the value that is configured in Avaya Experience Platform™ On-Prem. For example, this value can be set to ; (semicolon).
UUI Separator
The Separator character shows how fields are separated in a UUI string.
The value you type in this field must match the value that is configured in Avaya Experience Platform™ On-Prem. For example, this value can be set to ! (exclamation mark).
UUI Stop
The UUI Stop delimiter character. Anything after the Stop character is ignored.
The value you type in this field must match the value that is configured in Avaya Experience Platform™ On-Prem. For example, this value can be set to : (colon).
Related links
Configuring your contact center