Configuring screenpops

Last Updated : Oct 27, 2023 |
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Avaya Workspaces provides a screenpop widget to display external web content that can help an agent to complete an interaction. Use Avaya Control Manager to configure screenpops for Avaya Workspaces. You can filter your screenpops by VDN.
  1. Log on to the Control Manager interface as an administrator.
  2. On the Avaya Control Manager webpage, click Workspaces for EliteScreenPop Configuration.
  3. Click the ScreenPop filters tab.
    1. Click Add.
    2. In the Location field, select the CM location for your solution.
    3. In the Name field, type the name of the filter.
    4. In the Provider field, select the provider that provides the service.
    5. In the VDN field, select the VDN to filter on.
    6. Click Save.
  4. Click the Screen Pop Applications tab.
    1. Click Add.
    2. In the Location field, select the CM location for your solution.
    3. In the Name field, type the name of the screenpop application.
    4. In the URL field, type the URL for the screenpop application.
      ADDITIONAL INFORMATION:
      You can add bracket pairs {} to represent additional parameters collected from the contact. For example, an account number entered in a voice response interaction. Add a plus sign (+) between each set of brackets.
      Type http://www.google.com?search={}+{}.
    5. Click Save.
  5. Click the ScreenPops tab.
    1. Click Add.
    2. In the Location field, select the CM location for your solution.
    3. In the Name field, type a name for the screenpop.
      ADDITIONAL INFORMATION:
      Avaya Workspaces displays this name on the screenpop tab.
    4. In the Provider field, select the provider that hosts the accounts.
      For example, select the CM provider.
    5. In the Application Name field, select the screenpop application previously created.
    6. In the Filter Name field, select the screenpop filter previously created.
      ADDITIONAL INFORMATION:
      If you do not assign a filter, Avaya Workspaces displays the screenpop for all interactions for the selected provider type.
    7. In the Event field, select ACTIVE.
      ADDITIONAL INFORMATION:
      Avaya Workspaces displays screenpops for the interaction only when the interaction is in the active state.
    8. In the Event Direction field, select INCOMING or OUTGOING to configure Avaya Workspaces to display the screenpop for incoming or outgoing interactions.
    9. In the Auto Close field, select Yes or No.
      ADDITIONAL INFORMATION:
      If you select Yes, the screenpop closes when you close the interaction card. If you click No, the screenpop remains open after the interaction is closed and you must manually close the screenpop.
    10. In the Launch Internal field, select Yes or No.
      ADDITIONAL INFORMATION:
      To display the screenpop in Avaya Workspaces, click Yes. To display the screenpop in a new window, click No.
    11. In the Priority field, type the order in which Avaya Workspaces displays the screenpop.
      ADDITIONAL INFORMATION:
      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, or screenpops are overridden.
      The URL field displays the URL created in the ScreenPop Applications tab that is associated with the Application Name selected.
    12. In the Screen Pop Parameters section, under the Intrinsics column, select a parameter.
      ADDITIONAL INFORMATION:
      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 bracket pairs added to 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.
    13. Click Save.