Screen Pop Options field descriptions

Last Updated : Oct 01, 2024 |
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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:
  • 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.
  • 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.
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 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
Advanced Pop (1 to 10)
The option to define advanced screen pop options for attributes and engagement parameters.
As a Salesforce administrator, you can create a Visualforce page, custom flows, and custom Lightning components. Use the Advanced Pop fields to define Avaya call-related data for this custom content.
In each Advanced Pop field, you can type multiple attribute keys and engagement parameter keys separated by semicolons. For example, in the Advanced Pop 1 field, type attr:Language; attr:Department; param:CustomerType.
For additional information on the data options, see Avaya Experience Platform™ (On-Prem + Connect).
Pop To Lightning Component Class Name
The option to indicate the name of Lightning Component Class that Avaya Workspaces for CRM uses to get information about the required Salesforce Lightning Component.
Screen Pop Code Order
The option to define the screen pop priority based on the Salesforce object ID value.
Each object has a specific object ID or prefix, which consists of three characters. For example, 001 is Account, 003 is Contact, 006 is Opportunity, and 00T is Task. For a complete list, see https://www.salesforceben.com/salesforce-object-key-prefix-list/.
If the order you enter in this field is 003,006,001 and the search results return an Account (001) and Opportunity (006), the screen pop only displays the Opportunity. If you leave this field blank, multiple match settings are used.
Related links
Configuring your call center
Advanced screen pop data: Custom Visualforce pageAdvanced screen pop data: Custom FlowsAdvanced screen pop data: Custom Lightning components
Custom parameter use cases