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FRS Foundation Screenpop Definition Block

Governs the Foundation (ITSM, CSM, or GMEE) screenpop action when a call is routed to an agent.

This block is for use only with Ivanti Voice/Foundation (ITSM, CSM, and GMEE) configurations in either premise or SaaS deployments. For details, refer to Ivanti Voice/Foundation Configuration.

Settings

The FRS Foundation Screenpop Definition block has the following settings:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•Screenpop Action - Configures what the Foundation Client displays to the agent receiving the call. This property is enabled only with the Open business object option. Select one of the following:

•Do nothing - The screen is not altered (no screenpop occurs) when a call is routed to an agent, allowing the agent to determine what is displayed.

•Create new business object - A new business object is created in Foundation.

•Open business object - The business object defined in the Business Object Type and Business Object RecId fields is displayed.

•Business Object Type - The type of Foundation business object to open or create. Either enter the type, or click the browse button next to the field to access the Business Object dialog box and select a type.

•Business Object RecID - Type the name of the interaction property containing the business object record ID. Enclose the property name in percent (%) signs. For example: %PropertyName%.

•Activate grid tab (relationship name) - The name of the Foundation relationship. Either type the name of the relationship, or click the browse button next to the field to access the Relationship Name dialog box and select a relationship.

•Run QuickAction - The Foundation QuickAction the building block executes. Either type the name of the QuickAction, or click the browse button next to the field to access the Quick Action Name dialog box and select a QuickAction.

Fields To Be Set Table

Determines the fields the voice application populates in the screenpop:

•Field Name - The field in the screenpop the voice application populates. Either type the field name, or click the browse button next to the field to access the Field Name dialog box and select a field. The fields the Field Name dialog box lists are based on the business object you selected in the Business Object Type field.

•Field Value - The name of the interaction property containing the value. Enclose the property name in percent (%) signs. For example: %PropertyName%

To Add Fields and Values to the Table:

•Click the green + icon.

Wherever the Foundation database search syntax requires a single percent sign (%) to indicate a wildcard, use two percent signs (%%) instead of one.

Relationships to be Set

Specify which relationships should be added for the business object.

•Relationship name - The name of the Foundation relationship. Either type the name of the relationship, or click the browse button next to the field to access the Relationship Name dialog box and select a relationship.

•Business Object type - Enter the type of the Foundation business object to open or create.

•Child RecId - Specify the record ID of the child object in the relationship. For example, if you create an Incident and want to link the new Incident to an existing Profile, you need to specify the profile record ID in this field.

To Add Relationships to the Table:

•Click the green + icon.

When Configuration for this Block is Complete:

•Click the Update button to apply the settings.