Configuring Screen Popups

Prior to an agent receiving a call, a query is built using the caller’s ANI amongst other key/value pairs of data received from the HTCC server. The adapter logically ORs the callers ANI, as well as any variables whose key begins with the string "cti_" The query is then sent to the CRM for searching and screen popping.

Important

The above applies unless there is a parameter key beginning with the string “id_”. If there is such a string, the CRM is instructed to pop a specific object ID or Salesforce record and all further processing of the call variables are stopped.

To screen pop a specific Salesforce object:

Include a key starting with id_ in the user data of the call whose value is the object id of the Salesforce object you want to pop.

Example:

id_case : 005F0000002iL1G

Important

If an id_ key exists in the user data, no other screen pop logic with be executed and any cti_ entries will be ignored. If multiple id_ entries are in the user data, only the first will be used.

To screen pop record(s) matching values:

Include one or more keys starting with cti_ in the user data of the call whose values are the those you want to search for in Salesforce. Note that the types of objects that will be searched are configured in the Softphone Layout within Salesforce.

Example:

cti_firstName: Pavel cti_location: Detroit

Important

Note that the adapter combines all cti_ entries along with the call ANI using OR logic. The example above would result in the following query to Salesforce: Pavel OR Detroit OR 5551212 (assuming 551212 was the ANI for the call).