Configuring screen pops for Messaging

Last Updated : Sep 28, 2020 |

About this task

Use this procedure to configure screen pops for Avaya Workspaces agents to view information about contacts.

Before you begin

Ensure that Avaya Oceana® Cluster 1 is in the running and accepting state.

Procedure

  1. Log on to Control Manager.
  2. Navigate to Configuration > Avaya Oceana™ > ScreenPOP Configuration.
  3. Optional Select the Screen Pop Filters tab and do the following:
    1. Click Add.
    2. In the Name field, type the name of the filter.
    3. In the Provider field, select the service provider.
    4. Optional If any service is assigned for the client, in the Service Name field, click the assigned service name.

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

    5. Click Save.
  4. Select the Screen Pop Applications tab and do the following:
    1. Click Add.
    2. In the Name field, type the name of the application.
    3. In the URL field, type the URL of the screen pop application.

      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.

      For example, http://www.google.com?search={}+{}.

    4. Click Save.
  5. Select the Screen Pops tab and do the following:
    1. Click Add.
    2. In the Name field, type a name for the screen pop.

      Avaya Workspaces displays this name on the screen pop tab.

    3. In the Provider field, select OCP Messaging.
    4. In the Application Name field, select the application that you created on the Screen Pop Application tab.
    5. Optional In the Filter Name field, click the filter name that you created on the Screen Pop Filters tab.

      If you do not assign a filter, the system displays the screen pop for all interactions of the Messaging provider.

    6. In the Event field, select ACTIVE.

      This value specifies that the screen pop is displayed for the interaction when the interaction is in the active state.

    7. In the Event Direction field, select INCOMING or OUTGOING.

      This value specifies whether the screen pop is displayed for incoming or outgoing interactions.

    8. In the Auto Close field, select Yes or No.

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

    9. In the Launch Internal field, select Yes or No.

      To display the screen pop in the Avaya Workspaces client, select Yes. To display the screen pop in a new window, select No.

    10. In the Priority field, type the screen pop display order.

      Do not duplicate the priority because two screen pops cannot have the same priority. Avaya Workspaces displays five screen pops. A screen pop with a lower priority number gets the preference over the screen pop with a higher priority number.

      You can configure a maximum of five screen pops for a single interaction. The value in the Priority field determines which screen pops to display if more than five screen pops match the criteria of the contact. The priority value must be unique to avoid overriding screen pops.

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

    11. Optional In the Screen Pop Parameters section, in 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 depends on the number of curly braces at the end of the URL.

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

    12. Click Save.