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.
To customize your contact center properties, update the required parts of the code that ServiceNow displays in the Configuration field.
For example, the following part of the code enables Avaya Workspaces for CRM to create call logs:
"callLogEnabled": "Y",
To prevent Avaya Workspaces for CRM from creating logs, you must update this part of the code as follows:
"callLogEnabled": "N",
The following table describes the parts of the code that ServiceNow displays in the field, under the "CallScreenPopOptions": { section:
Name |
Description |
"screenPopOnAni": "",
|
The option to enable screen pops for Automatic Number Identification (ANI). The values are the following:
For example, you can type "screenPopOnAni": "Y", |
"screenPopOnDnis": "",
|
The option to enable screen pops for Dialed Number Identification Service (DNIS). The values are the following:
For example, you can type "screenPopOnDnis": "N", |
"popTransferOrConf": "",
|
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. For example, you can type "popTransferOrConf": "N", |
"internationalAnisearch": "",
|
The option to enable Avaya Workspaces for CRM to perform an ANI search using the E164 format. The values are the following:
For example, you can type "internationalAnisearch": "Y", |
"suppressScreenPop": "",
|
The option to disable the screen pops for interactions. The values are the following:
For example, you can type "suppressScreenPop": "N", |
"waitBeforePerformScreenpop": "",
|
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 ServiceNow using the customer 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 ServiceNow 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. For example, you can type: "waitBeforePerformScreenpop": "Y", |
"customParam": "", (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 the CRM to display a screen pop to the matching object
|
