GoldMine Screenpop Block
Governs the GoldMine screenpop action when a call is routed to an agent.
This block is for use only with Ivanti Voice/GoldMine configurations. For details, refer to Ivanti Voice/GoldMine Configuration.
The GoldMine Screenpop 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.
•Contact AccountNo - The interaction property that holds the account number of the contact.
•Incoming Call Action - Configures what is displayed on the GoldMine screen to the agent receiving the call. Select one of the following:
•Open - Opens a new contact window.
•Goto - Navigates to the contact indicated (without opening a new window).
•Open Search Center - Selecting Yes causes the GoldMine Search Center to open when the contact cannot be identified.
•Show Complete Action - Determines which action should pop up when a call is answered.
•Reference - Text which will be populated in the Reference field.
•Activity Code - Text which will be populated in the Activity Code field.
•Screen Transfer - Automatically updates the interaction data from the currently displayed GoldMine contact on the agent's workstation.
When Configuration for this Block is Complete:
•Click the button to apply the settings.