Add a screenpop to display it to agents in Avaya Workspaces. When you add a screenpop, apply it to one or more existing channels and determine the interaction state when Avaya Workspaces displays this screenpop.
Before you begin
Configure the screenpop application.
Procedure
In the navigation tree, click Workspaces > Screenpops.
On the Screenpops page, click Add Screenpop.
On the Add Screenpop page, in the Name field, type the name of the screenpop.
In the Description field, type the description of the screenpop.
In the Contact Center field, select the application for agents to use.
For example, you can select AXP for Avaya Experience Platform™ Public Cloud.
In the Channel list, select the channels to apply to the screenpop.
You can select multiple channels for a screenpop.
In the Application list, select the URL from which the content is displayed in the screenpop.
You can add screenpop applications on the Applications tab.
The URL must contain the following elements:
http or https
Public domain name or private IP address
A minimum two character long Top Level Domain, such as .com, .ie, .co.uk must follow the public domain name. This rule is not applicable for private IP addresses.
In the Trigger list, select one of the following interaction states:
Alerting: Avaya Workspaces displays the screenpop when the agent receives a notification about an incoming interaction.
Active: Avaya Workspaces displays the screenpop when the agent accepts the interaction.
Held: Avaya Workspaces displays the screenpop when the agent places the interaction on hold.
Complete: Avaya Workspaces displays the screenpop when the agent ends the interaction.
In the Scope list, select one of the following options:
Internal: To display the screenpop in the Screen Pop widget.
External: To display the screenpop in a new browser window.
Optional To close the screenpop when the interaction ends, enable the Auto Close switch.
