Web Screenpop Block
Governs the Web screenpop action when a call is routed to an agent (use this block if you are not configuring Ivanti Voice to work with other Ivanti, Inc. smart clients, which provide agents with screenpops of customer information upon receipt of a call). The screenpop can either be configured to display a website or display content defined by the voice application.
In order for the screenpop to occur, the connector setting for the Agent Dashboard should be left at the default: VPCC.GenericConnector.1 (on the General tab of the Dashboard Options). Refer to Agent Dashboard Configuration for more information.
Settings
The Web 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.
•Launch Web Page - Select this option to enable a screenpop displaying a website (using the URL typed in the URI to launch field). This option opens the screenpop using the default web browser.
•URI to launch - Type the URL for the website you want displayed in the screenpop. In addition to the URL, you can include references to interaction and call properties by inserting the property name between two percent signs (%%). For example, if the agent has access to a CRM software application, the Web Screenpop block can be configured to access the URL: https://crmsoftware.com/search/SearchResults?searchType=1&sbstr=%ANI% (where the property %ANI% enables recognition of the caller’s ANI). In this scenario, a call comes in to the voice application and is routed to the agent (who is logged into the CRM software application). When the agent receives the call, a new browser window opens, displaying the configured Web application containing the customer information.
•Simple text page - Select this option to enable a screenpop displaying local content (using the information typed in the Page content field). This option, unlike the Launch Web Page option, only works with Internet Explorer, and will open the screenpop using Internet Explorer regardless of which browser has been designated as the default browser.
•Page content - Type the content you want displayed in the screenpop. You can include references to interaction and call properties by inserting the property name between two percent signs (%%). For example, an Ivanti Voice administrator creates a voice application that looks up a caller in a SQL database based on the ANI. The voice application uses the configuration in Web Screenpop block to display the content in the screenpop. The Page content field contains the following local content information:
<HTML>
<TABLE>
<TR><TH>First Name</TH><TH.>Last Name</TH><TH>Phone</TH></TR>
<TR><TD>%FirstName%</TD><TD>%LastName%</TD><TD>%ANI%</TD></TR>
</TABLE>
</HTML>
Enabling a display that looks similar to this:
|
First Name |
Last Name |
Phone |
|
David |
Johnson |
(925) 555-1234 |
When Configuration for this Block is Complete:
•Click the Update button to apply the settings.