Configuring screenpops

Last Updated : Aug 15, 2022 |

About this task

Avaya Workspaces provides a Screenpop widget to display external web content that can help an agent to complete an interaction. Avaya Control Manager is used to configure screenpops for Avaya Workspaces.

When you configure both Auto Answer and External Screenpops, the agent's work can be interrupted by a Screenpop from a new interaction that has been automatically answered.

Procedure

  1. Log on to the Control Manager interface as an administrator.
  2. On the Avaya Control Manager webpage, click Configuration > Avaya Oceana™ > ScreenPOP Configuration.
  3. Optional Click the Screen Pop filters tab.
    1. Click Add.
    2. In the Name field, type the name of the filter.
    3. In the Provider field, click the provider that must provide the service.
    4. Optional If any service has been assigned for the client, in the Service Name field, click the assigned service name.

      If you specify a service name here, only contacts with a matching service name receive a screenpop that has this filter applied.

    5. Click Save.
  4. Click the Screen Pop Applications tab.
    1. Click Add.
    2. In the Name field, type the name of the application.
    3. In the URL field, type the URL for the application that must provide the screenpop.

      You can add pairs of curly braces {} to represent additional parameters collected from the contact. For example, an account number entered in a voice response interaction. Put a plus sign between each set of curly braces.

      Type http://www.google.com?search={}+{}.

    4. Click Save.
  5. Click the Screen Pops tab.
    1. Click Add.
    1. In the Name field, type a name for the screenpop.

      Avaya Workspaces displays this name on the screenpop tab.

    2. In the Provider field, click the system that hosts the accounts.

      For example, click CMProvider to choose Communication Manager as the provider.

    3. In the Application Name field, click the application created in the Screen Pop Application tab.
    4. Optional In the Filter Name field, click the filter name created in the Screen Pop Filters tab.

      If you do not assign a filter, the system displays the screenpop for all interactions for the selected provider type.

    5. In the Event field, click ACTIVE.

      The system displays screenpops are displayed for the interaction only when the interaction is in the active state.

    6. In the Event Direction field, click INCOMING or OUTGOING to indicate whether the system displays the screenpop for incoming or outgoing interactions.
    7. In the Auto Close field, click Yes or No.

      If you click Yes, the screenpop closes when you close the interaction card. If you click No, the screenpop remains open even after the interaction is closed. You must manually close the screenpop.

    8. In the Launch Internal field, click Yes or No.

      If the system must display the screenpop in the Avaya Workspaces client, click Yes. If the screenpop must be displayed in a new window, click No.

    9. In the Priority field, type the order in which the system must display the screenpop.

      You must not duplicate the priority. Also, Avaya Workspaces displays only five screenpops. Screenpops with lower priority numbers are considered first. For example, for six screenpops configured for voice service with priorities 1 to 6, only screen pops with priorities 1 to 5 is displayed on Avaya Workspaces.

      You can configure up to five screenpops for a single interaction. The value in the Priority field determines which screenpops to display if more than five screenpops match the criteria of the contact. The priority value must be unique. Otherwise, screenpops are overridden.

      The URL field displays the URL created in the Screen Pop Applications tab that is associated with the Application Name you selected.

    10. Optional In the Screen Pop Parameters section, under the Intrinsics column, click a parameter.

      The Parameter Position field displays the number corresponding to the order in which the parameter is added to the URL. The number of parameters depend upon the number of curly braces at the end of the URL.

      This step is mandatory if there are placeholders in the application.

      To add the originating address as the first parameter for the URL, click the Originating Address parameter in the Intrinsics column in row 1.

    11. Click Save.