Documentation:HTCC:IWWDep:ScreenPop:9.0.0

Screen Pop

Screen pop displays a relevant record or a search results list from Salesforce to support agents when they are handling interactions.

You can setup how you want Adapter to select the screen pop record from Salesforce for different type of interactions.

This process involves:

• Set up screen pops in Salesforce and
• Gplus Adapter screen pops

Set up screen pops in Salesforce

To set up this functionality in Salesforce, login and go to Setup > Customize > Call Center > SoftPhone Layouts to create a SoftPhone Layout. Check out the Salesforce documentation for details about configuration.

When you set up a SoftPhone Layout for Adapter, the Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, Adapter gets this information from toast and case data you configure in the Genesys environment.

Important

Make sure you configure the Screen Pop Settings in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page.

Gplus Adapter screen pops

Gplus Adapter can retrieve and screen pop Salesforce records for calls, chats, SMS, emails, and open media interactions. You can configure how Adapter displays a screen pop when a call or chat (including SMS) is transferred or merged in a conference.

Before you proceed with selecting the screen pop settings, get familiar with how screen pop records are selected and displayed to an agent. This section helps you understand how Adapter finds the matching Salesforce record to screen pop. Review the diagram and accompanying video for a summary of the screen pop search process.

Here's the logic Gplus Adapter uses to determine what to send to Salesforce to request Salesforce to display a screen pop of an SOBJECT object type based on the userData keys for an interaction:

1. Find the first userData keyname with the id_ prefix and request a screen pop based on the key-value. The Salesforce record ID is included in the record URL.
   
2. Otherwise, combine values based on the following conditions:
   • Find the keys with the cti_ prefix, such as "cti_FirstName" or "cti_PhoneNumber", and request a screen pop based on the key-values.
   • If the screenpop.id-key-regex option is configured, Adapter applies a regular expression (RegEx) to match userData key-names. Refer to Search for records using a Regular Expression.
   • For voice calls:
     • If the screenpop.include-ani-in-search option is specified (true by default), Adapter finds the originating phone number by the Automatic Number Identification (ANI) value and requests a screen pop based on the ANI.
     • If the screenpop.include-dnis-in-search option is specified (false by default), Adapter finds the dialed number from the Dialed Number Identification Service (DNIS) value and request a screen pop based on the DNIS.

     These two options depend on the screenpop.preprocessing-rule option. Use this option to adjust the format of phone numbers (DNIS) and Automatic Number Identification (ANI) to search for on screen pop. Choose one of these settings:

     • None: By default, no phone number preprocessing rule is applied.
     • Default: The default preprocessing rule removes "+1" from the beginning of the ANI or DNIS.
     • Add...: Name and define your own preprocessing rule. These four parameters define each preprocessing rule:
       Display Name: The name of the pre-processing rule.
       • RegEx: A RegEx defining the condition to be matched.
       • Replacement: The string to replace the matched string.
       • Description: A short description of the rule

     Here are some examples of preprocessing rules that you can define:

     • Remove the prefix and use only 9 digits from the phone number
       • Display Name: Use only last 9 digits
       • RegEx: ^.*([0-9]{9})$
       • Replacement: $1
       • Description: Remove the prefix and use only 9 digits from the phone number.
     • Remove the country code prefix
       • Display Name: Remove country code
       • RegEx: (\+1|\+33|\+91)(.*)$
       • Replacement: $2
       • Description: Remove the country code prefix.

Search for records using a Regular Expression

You can use regular expressions (RegEx) to specify how Gplus Adapter finds key names in the userData and returns the key value. The RegEx is applied to the ID and search fields that Adapter uses to match screen pop userData keys.

Configure the screenpop.id-key-regex and screenpop.search-key-regex options. These options only change the criteria by which userData keys are matched. The existing logic and order between ID-based screen pop and search are the same (see the bullet points above).

You can specify RegEx search strings to search through the userData key names for specific patterns or letters and numbers such as in this example of userData input:

userData:{
  userDataKeyname1:"keyvalue1",
  userDataKeyname2:"keyvalue2",
  userDataKeyname3:"keyvalue3",
  userDataKeyname4:"keyvalue4",
  userDataKeyname5:"keyvalue5",
  userDataKeyname6:"keyvalue6"
}

You can use RegEx to search through the userData to return the key value from the userData for "userDataKeyname5 or userDataKeyname6". The RegEx you enter in Agent Setup for this example would be: UserDataKeyname5|UserDataKeyname6.

With the example userData input above, Adapter would return the key values keyvalue5 and keyvalue6:

Regular expressions (RegEx) are sequences of characters (strings) that define a search pattern. There are many RegEx cheat sheets available on the internet to help you understand how to construct a search pattern using the special RegEx control characters such as: [, ], +, :, \, /, <, >, =, -, _, *, ?, {, }, and so on.

The RegEx to Match UserData option does not support RegEx flags, such as: i, g, s, m, y, and u. For example, use "Hello" to search for this string rather than /Hello/ig.

If you use the regular expression options to match your own ID key, then you should also ensure you set the screenpop.transfer-object-key option to id_transfer_object so that screen pop works with in-focus page transfers.

For information about troubleshooting Gplus Adapter for Salesforce, refer to Troubleshooting Gplus Adapter Integration with Salesforce.

Screen pop for Voice

When an agent receives an external call, Adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. By default, Adapter initiates the screen pop when the call is established, but you can set the screenpop.on-ringing option to initiate a screen pop when the call is ringing instead. Note that Adapter also initiates screen pop for calls established through Genesys Softphone in Connector mode.

Important

You can also set up screen pops for internal calls with the screenpop.enable-for-internal-calls option and consult calls with the screenpop.enable-for-consult option.

For Outbound campaign calls, the screen pop appears immediately after the agent clicks Get Record on the notification. Agent can then choose to make or decline the Outbound campaign call. For Push Preview campaigns, the screen pop appears after the agent clicks Accept. For more information on configuring outbound campaigns, case and toast data, see Outbound campaigns in the Web Services and Applications Configuration Guide.

Screen pop for Outbound calls on Dialing and Established

You can configure Adapter to screen pop a new or existing Salesforce record when an agent dials an outgoing call to an external or internal number and choose whether to screen pop when the agent dials the call or when the call is established.

To enable this feature, configure the screenpop.for-outbound option.

To specify how to search for an existing Salesforce record, configure the following options:

• screenpop.include-dnis-in-search
• screenpop.include-ani-in-search: To remove the call number from the search, set the value of this option to false.
• screenpop.search-key-regex

Screen pop for Chat and SMS

You can enable Adapter to initiate a screen pop when an agent receives a chat or SMS invite from a contact by configuring the screenpop.chat.on-invite option.

• When the option's value is set to true, Adapter displays the screen pop on chat or SMS invite.
• When the option's value is set to false or the option is not available, Adapter displays the screen pop only when you accept the invitation for chat or SMS interaction.

For SMS, the screen pop appears only for an unassigned contact, and if the contact is already assigned to the agent in the Agent Workspace Communication tab, no screen-pop is displayed.

Screen pop for Email

You can enable Adapter to initiate a screen pop when an agent receives an email invite from a contact by configuring the screenpop.email.on-invite option.

• When the option's value is set to true, Adapter displays the screen pop on email invite.
• When the option's value is set to false or the option is not available, Adapter displays the screen pop only when you accept the invitation for email interaction.

You can enable Adapter to initiate a screen pop when an agent replies to an inbound email or creates an outgoing email by configuring the screenpop.email.on-create option.

• When the option's value is set to true, Adapter displays the screen pop on email create and email reply create.
• When the option's value is set to false or the option is not available, Adapter does not display a screen pop on email create and email reply create.

Screen pop for Open Media items

You can configure Adapter to initiate a screen pop when an agent receives an Open Media invite from a contact by configuring the screenpop.openmedia.on-invite option.

• When the option's value is set to true, Adapter displays the screen pop on open media invite.
• When the option's value is set to false or the option is not available, Adapter displays the screen pop only when you accept the invitation for an open media interaction.

Screen pops for conference or transfer interactions

When an agent performs a chat (including SMS) conference or transfer, Adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This makes sure that the agent who receives the conference or transfer gets a screen pop for the most relevant object.

This can be helpful when:

• There are multiple matches for a screen pop search initially and the agent has to select between them.
• There are no matches for the initial screen pop search and the agent creates a new record.

You can enable this feature by setting the salesforce.enable-in-focus-page-transfer option to true.

When Adapter updates the UserData, any existing UserData keys that begin with "id_" or "cti_" are removed and a new key, called "id_transfer_object", is added with the object ID of the focused page. If the focused page doesn't correspond to a Salesforce object, Adapter does not make an update and the existing UserData is sent with the conference or transfer request.

If you configured your environment to use a key other than "id_" or "cti_" (basically if you need to set the screenpop.id-key-regex option as described in How screen pop records are retrieved from Salesforce?, then you must also set the screenpop.transfer-object-key to your custom key in order for screen pop to work. Adapter will add the key you specify in this option instead of "id_transfer_object".

Create a new Salesforce record on screen pop

Gplus Adapter can create new Salesforce records based on a specified Salesforce Object API name (for example Custom_Object__c. Refer to the screenshot.) and interaction data field mapping then screen pop the created record.

Use this feature to create a new Salesforce record in the following scenarios:

• When the search for an existing Salesforce record for screen pop returns no matching record.
• To create a new Salesforce record for every interaction.

To have Gplus Adapter screen pop a new record you must create a Salesforce custom object API to be used as a template for a new Salesforce record and you must define the record field mapping where each key must correspond to an interaction userData key and each value must correspond to the name of the Salesforce standard or custom object field.

To enable this feature, configure the screenpop.save-new-record-criterion option. This option depends on the following options:

• screenpop.object-api-name
• salesforce.new-record.field-mapping

This screenshot shows you the relationship between the UserData associated with an interaction and Salesforce record fields for a New Salesforce Record Field Mapping. In this example, "custom-field-mappings" is the name of the new configuration section that is specified in the salesforce.new-record.field-mapping option. "Firstname" and "Firstname__c" represent the key-value pairs that are specified for the "custom-field-mappings" section. In your environment you will specify values that are relevant to your organization.

You can configure Gplus Adapter to display confirmation messages to agents when a new record is successfully created. Select the Notifications options to enable this feature.

Attached data

You can configure Adapter to save the ID, name, and type of the focused Salesforce object to attached data when an agent clicks Mark Done. To do this, set salesforce.user-data.object-id-key, salesforce.user-data.object-name-key, and salesforce.user-data.object-type-key to the keys you want Adapter to use when saving the ID, name, and type. Also, make sure the Workspace Web Edition option interaction.case-data.is-read-only-on-idle is set to false.

You should consider setting these options if you want to make sure the ID, name, or type is added to attached data when agents create a new object during a call.

Screen pop by Salesforce object type

Important

This feature is not supported for Salesforce Classic.

You can use the screenpop.object-type option to specify what type of object you want Salesforce to screen-pop. This feature supports voice and digital channels interactions. SOBJECT is the default value, other available object types are:

• FLOW: Pops to the target flow. The flow is specified by the screenpop.object-type-flow option. Additional arguments can be passed to the flow, for example, the caller’s phone number or a list of matching records. Specify the flow name and "flowArgs", valid flow arguments in JSON format, or the $attach_data_flow_name$ and $attach_data_flowArgs_name$ parameters to take the flow name and arguments from the attached data.
• URL: Opens the URL in a new browser or tab. The URL is specified by the screenpop.object-type-url option. Specify the URL or use the $attach_data_key$ parameter to take the URL from the interaction attached data.
• OBJECTHOME: Pops to the home of an object or entity, such as a Case or an Account. The object home is specified by the screenpop.object-type-object-home option. Specify the object or the $attach_data_key$ parameter to take the object name from the interaction attached data.
• LIST: Pops to the specified list of Salesforce objects, such as Contacts or Accounts. The list is specified by the screenpop.object-type-list option. Specify the user data keys or the $attach_data_list_id$ and $attach_data_list_scope$ parameters to take the List from the interaction attached data.
• SEARCH: Pops to the Top Results section of the search page. The search string is specified by the screenpop.object-type-search option. Specify the search string or the $attach_data_search$ parameter to take the string from the interaction attached data.
• NEW_RECORD_MODAL: Pops a modal form for creation of a new object, such as Account, Case, Contact, or Lead. The new record modal is specified by the screenpop.object-type-new-record option. Specify the object name or the $attach_data_entityname$ parameter to take the new record type from the interaction attached data.