inContact Developer Discussion

[eleazar]

I can't seem to find any documentation going over screen pops and I am interested in implementing some that may show basic information such as captured digits and skill. 

Can someone point me in the right direction or give me some examples of where to start?

Thanks!

[logos]

You need to set the screen pop URL in the skill.

myAgent will launch the defaults browser using the URL set in the skill.

The URL will contain a query string with all predefined variables (like ANI and DNIS) and any variables your script publishes.

The easiest way to see what's being published in the querystring is just to pop a test page on a test skill and iterate thru all the querystring variables.

Here's a sample URL from one of my pops with both system and custom variables:

http://192.168.254.71/htm/ucn/csr.php?CUSTOMER___4=432237&COMPANYID=11&QUALIFIER=hh&CURRENTDATETIME=...:22:01&CURRENTDATE=2009-09-03&ISRECENTCALLER=false&ICUSTID=432237&CUSTOMTIME=hh:nn:ss&TEMPDATETIME=40059.3902910417&BUSNO=4580058&LINE=159&ACCT=4580058&ANI=4174516935&DNIS=8006046766&MASTERID=573253964&CONTACTID=573253964&SKLNAME=Healthy+Habits+C+S+R+2&SKILL=15272&INQUEUE=9/3/2009+4:22:18+PM&STARTDATE=9/3/2009+10:22:00+AM&LAST=Style&FIRST=Tyler&AGENTID=23333

I use screen pops all the time, they're great.  You might want to also check out the whitepages.com reverse phone# lookup API - been very handy for me!

[MarkR]

You also can also use the out of the box screen pop to just display basic data.  You can do this by following these steps:

1. Go to Webmanager.
2. Select the skill which you want the screen pop to occur on.
3. Edit that skill.
4. Check the checkbox that says Use Screen Pops
5. Don't select the Use Custom Screen Pops

All calls that are answered on this skill will now be able to have the basic screen pop that comes with inContact.  It is just a quick way to show name=value pairs.  All variables that are published before the REQAGENT action will show up in that default screen pop.

Tyler did a good job explaining the custom screen pops, but I would also like to point out that if you need more customization over how the URL is formatted, you can use the INDICATOR action to do the screen pop.  The drawback to that is that the pop will not occur until after the agent has answered.  These other methods will pop when the call first starts routing to the agent.

[logos]

Thanks for thumbs up Mark.

Wouldn't INDICATOR require you to know the desired path and app name on the user's system?  Or can you just pop an URL and the system's default handler will pick it up?

[MarkR]

For INDICATOR-based screen pops, set the Indicator Type property to Run Exe and then set the Data property to the URL that you want to pop (complete with desired variables, etc).  It will use the agent's default browser to open the web page.

[eleazar]

Awesome.. one question though Tyler,

On your custom pop that you do in webmanager, how did you get the URL to be formatted the way you have it with the & and + signs?  I just did a quick pop to google and it formatted everything with % signs. 

Ex:  22STARTDATE=10/8/2009%2010:59:04%20AM%22%20%22INQUEUE=10/8/2009%203:59:24%20PM%22%20%22SKILL=80145%22%20%22SKLNAME=Training

[logos]

I'm using FF2 for my test browser. 

Your browser is URLencoding the special characters in the querystring using one standard, while mine is using another.  There are both javascript and PHP functions you can use to decode them if they aren't decoded automatically by whatever routine you're using to pull name/value pairs from the querystring.

[eleazar]

Tyler, I understand what you said, but I am a little lost on the application portion of it.

Maybe I am missing a step somewhere, but it seems as if all of the default variables and values are being output by default.  So if I was to have a basic php page with output like:

echo $agent_id;

echo $ani;

and I pass the variables into the page like:   somepage.php?agentid=123456&ani=8775551212

at what point am I going to get a chance to write a function to change the URL encoding if I can't even get the data entered into the page. 

What if I just wanted to pop a page with nothing but a static page?

I feel like the key is in webmanager, there is something more I am supposed to write in the "screen pop application" text box other than the app name, or app name and url. 

Did you learn this stuff over time, or is there documentation that I am missing?