interaction.case-data.is-read-only-on-idle
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
If the value of this option is true, changes to the case data after a voice interaction has been released are prevented. When some values are modified or added after the voice call is released, the update is pushed to back-end as a User Event when agent clicks Mark Done. This option can be overridden by a routing strategy as described in this Deployment Guide.
(Created page with "=Screen Pop Configuration= === Calls === When an agent receives an external call, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for...") |
(→Screen Pop Configuration) |
||
| Line 24: | Line 24: | ||
When an agent receives an email invite from a user, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the user. Based on the value set in the [[GPAConfig#screenpop.email.on-invite|screenpop.email.on-invite]] option, the adapter determines when to initiate a screen pop for emails. | When an agent receives an email invite from a user, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the user. Based on the value set in the [[GPAConfig#screenpop.email.on-invite|screenpop.email.on-invite]] option, the adapter determines when to initiate a screen pop for emails. | ||
| + | |||
| + | ===Open Media Items === | ||
| + | When an agent receives an open media invite from a user, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the user. When the [[GPAConfig#screenpop.openmedia.on-invite|screenpop.openmedia.on-invite]] option is set to <tt>true</tt>, the adapter will display the screen pop on open media invite. If this option is set to <tt>false</tt> or the option is not available, the adapter will display the screen pop only when you accept the invitation for open media interaction. | ||
==In-focus page transfers== | ==In-focus page transfers== | ||
Revision as of 11:11, February 5, 2019
Screen Pop Configuration
Calls
When an agent receives an external call, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. See Configuring screen pops in Salesforce for details. By default, the 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.
Here's the default way the adapter determines what to ask Salesforce to show in the screen pop:
- If the UserData for the call has key(s) with the prefix "id_" (such as "id_SalesforceCaseId"), then the first value the adapter finds is sent in the screen pop request to Salesforce.
- If the UserData does not include any "id_" keys, the adapter builds a search string using a combination of the ANI, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber"). You can specify whether the search should include the ANI by setting the screenpop.include-ani-in-search option.
- If there are no "id_" keys, no ANI, and no "cti_" keys, then the adapter doesn't send a screen pop request.
Alternatively, you can configure the expressions the adapter uses to match screen pop UserData keys for the ID and search fields using the screenpop.id-key-regex and screenpop.search-key-regex options, respectively. Note that these options only change the criteria by which keys are matched from UserData. The existing logic and order between ID-based screen pop and search are unchanged (see the bullet points above). If you use these regular expression options to match your own ID key, then you should also make sure to set the screenpop.transfer-object-key so that screen pop works with in-focus page transfers.
Chats
When an agent receives a chat invite from a user, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the user. Based on the value set in the screenpop.chat.on-invite option, the adapter determines when to initiate a screen pop for chats.
Emails
When an agent receives an email invite from a user, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the user. Based on the value set in the screenpop.email.on-invite option, the adapter determines when to initiate a screen pop for emails.
Open Media Items
When an agent receives an open media invite from a user, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the user. When the screenpop.openmedia.on-invite option is set to true, the adapter will display the screen pop on open media invite. If this option is set to false or the option is not available, the adapter will display the screen pop only when you accept the invitation for open media interaction.
In-focus page transfers
When an agent performs a chat conference or transfer, the 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.
To enable in-focus page transfers, set the salesforce.enable-in-focus-page-transfer option to true.
When the 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, the 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 Screen pop), then you must also set the screenpop.transfer-object-key to your custom key in order for screen pop to work. The adapter will add the key you specify in this option instead of "id_transfer_object".
Attached data
You can configure the 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 the 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.