This topic describes how to configure and use the call pop-up screen feature.
Function Overview
The call pop-up screen addresses integration challenges with third-party customer management systems. When a customer calls in or an agent places an outbound call, the system automatically retrieves customer data from the third-party customer management system and displays it to the customer service representative. When the agent's workspace rings or when the agent initiates an outbound call, Cloud Contact Center sends an HTTP GET request to the URL of the third-party customer management system, including relevant parameters. The third-party system’s page appears in the agent workspace using an iframe. The configured iframe URL refreshes automatically whenever a new inbound or outbound call occurs, displaying the latest customer information.
An iframe is an HTML tag typically used to embed another webpage—for example, to load content from another site or a different page on your own site.
Access the Feature
Log on to the Cloud Contact Center console. In the navigation pane on the left, choose Instances > V2, then click the endpoint of a specific instance to open its console.
Click the menu button in the upper-right corner of the page and choose Voice Services to open the Voice Services console. In the navigation pane on the left, choose Settings.
On the Settings page, choose the Call Pop-up Screen tab.
Configure Call Pop-up Screen
On the Call Pop-up Screen management page, click Settings to open the configuration page. Click Add, fill in the required information based on your business needs, then click OK to complete the setup.
Toggle switch: Turns the call pop-up screen on or off.
Page name: The name of this call pop-up screen.
Page URL: The full URL of the third-party customer management system, including the protocol and hostname—for example, https://www.crm.com. To ensure the security of your call data, Cloud Contact Center supports only HTTPS URLs for the call pop-up screen.
Set as homepage: This page opens automatically when the agent logs on to the workspace. It is primarily used to log in to the third-party customer management system. On the first inbound or outbound call, other configured pop-up pages appear automatically.
You can configure up to five call pop-up screen pages per Cloud Contact Center instance.
You cannot set a disabled page as the homepage.
If you disable a page that is currently set as the homepage, its homepage status is automatically revoked. You must set a new homepage.
After saving a new configuration, agents must refresh their browser page to see the updated call pop-up screen settings.
Use Call Pop-up Screen
Assume the homepage is Alibaba Cloud, and two additional pages are Taobao and Tmall.
When an agent logs on to the agent workspace and selects Hotline Workspace, clicking the Call Pop-up Screen button on the right displays the configured homepage. At this point, no parameters are appended to the URL, so the agent can log in.
On the first inbound or outbound call, the other two pages appear with relevant parameters appended to their URLs. The homepage also refreshes with these parameters.
After the call ends, to enter post-call information, click Post-processing. Otherwise, the system automatically switches to idle status after 15 seconds. If a new call arrives at that point, the pop-up screen refreshes and previous customer information is lost.
While in Post-processing status, no new calls come in. After finishing your work, click Start Receiving Calls.
Develop a Third-party Customer Management System
Create a customer details page. The URL you configure for the call pop-up screen must point to this page. Each time a new inbound or outbound call occurs, the system refreshes this page by sending an HTTP GET request with relevant parameters appended to the URL.
For example, if you set the page URL to https://www.tmall.com, the actual request URL becomes: https://www.tmall.com?callNumber=1888*********&calledNumber=057166*********&callType=Inbound.
Parameter description
Parameter Name | Description |
callNumber | Calling number |
calledNumber | Called number |
callType | Call type: Inbound or Outbound |
contactId | Call ID |