Screen Pop

Understand how to configure Screen Pop in Cisco Webex Contact Center

This node calls Webex CC Screen pop API. While configuring flows in Webex Connect, you’d need to use this node for sending a screen pop message to the agent contact on Webex CC.

Authorization

Refer to section Node Authorizations for more information.

Methods and Outcomes

Here’s a brief description of various methods, and corresponding output variables and node outcomes associated with each of the methods.

Method Name - Screen Pop

Method NameOutput VariablesNode Outcomes
ScreenpopNone onInvalidData
onError
onInvalidChoice
onauthorizationfail
Error
onScreenpopSuccess
onScreenpopFailure
Queued
* onTimeout
ChannelField Value
All channelsTASK ID - $(flid)
AGENT ID - $(conversationId)
SCREENPOP URL
SCREENPOP LOADING URL
Input VariablesOutput VariablesVersions
TASK ID - $(flid)

_ Flow transaction id from the state node is converted into UUID in the evaluate node, and passed to create task node, for creating task with flid as task id

AGENT ID - $(n2.webex.agentId)

_ AgentId from the output variables of the routed event is the Agent Id

SCREENPOP URL

_ Enter the URL to which the agent must be navigated

QUERY PARAMS -

_ Enter The additional key-value pairs that must be sent to the agent

Display Settings - Screen Pop Loading Behavior

* Select the required screen pop loading behavior from the list: Inside Desktop, New Browser Tab, and Existing Browser Tab
Nonev1.1 and v1.0

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Note

When the variable is selected from the previous node output variables, the node Id will be the prefix for the variable. For example, if sms.serviceNumber is an output variable of start node (node Id 2), then the variable becomes $(n2.sms.serviceNumber).

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Note

A user can use different screen pops using a branch node in the flow, and configure the branch node with different conditions and connect them with each screen pop.