Configuring the screenpop application for Avaya Experience Platform (On-Prem + Connect)

Last Updated : Dec 19, 2023 |

About this task

Configure the screenpop application to specify the URL that Avaya Workspaces uses to display a website on a screenpop.

Note:

If you specify the URL of a non-secure web page, Avaya Workspaces can block the content and not display it on the screenpop.

A URL with a Cross-Origin-Opener-Policy header and a value of same-origin prevents Avaya Workspaces from closing external screenpops. Close such screenpops in the external window.

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.

Procedure

  1. In the navigation tree, click Workspaces > Screenpops.
  2. On the Screenpops page, click the Application tab.
  3. Click Add Application.
  4. In the Name field, type a name for the screenpop application.
  5. In the Contact Center field, select the application for agents to use.

    For example, you can select Hybrid Voice for Avaya Experience Platform™ (On-Prem + Connect).

  6. In the URL field, type the URL of the web page to display on the screenpop.
  7. Optional To add a query parameter to the URL, click Add Parameter.

    • ACCEPT_TIME: To pass the value corresponding to the time when the agent accepts the interaction.

    • AGENT_ID: To pass the Avaya Experience Platform™ On-Prem agent ID of the agent who receives the interaction.

    • ASAI_UUI: To pass the Adjunct Switch Application Interface user data received in the user-to-user information.

    • CALLER_NAME: To pass the caller's name to the URL.

    • CALLER_NUMBER: To pass the caller's number to the URL.

    • END_TIME: To pass the value corresponding to the time when the agent ends the interaction.

    • PROMPTED_DIGITS: To pass the digits the caller enters to the URL.

    • START_DATE: To pass the value corresponding to the date the agent starts the interaction.

    • START_TIME: To pass the value corresponding to the time the agent starts the interaction.

    • STATION_ID: To pass the agent’s station extension, which receives the interaction.

    • TOPIC_ID: To pass the queue ID to the URL.

    • TOPIC_NAME: To pass the queue name to the URL.

    • UCID: To pass the unique call id for the received interaction.

    • UUI: To pass the user-to-user information to the URL.

    You can add multiple parameters to the screenpop applications.

  8. Click Save.