Screen Pop feature can interact with business system data and supports iframe integration. System triggers a screen pop that displays the relevant record for the caller.
Inbound: when inbound call comes in, system fetch and display business data for agents to better handle incoming calls
Outbound: agents can use dialer directly make calls within business system.
Inbound Example
Guide
1. Go to the Cloud Contact Center Management Console, choose General Settings > Inbound Call Pop-up in the left navigation bar to enter the page for the inbound call pop-up, and in the upper left corner click Add Inbound Call Pop-Up.
2. In the Add Inbound Call Pop-Up dialog box, enter the following information:
Page Name: The information filled out will be displayed in the inbound call pop-up tag of the agent workstation.
URL: To ensure the security of your call data, Cloud Contact Center only supports logging in via HTTPS protocol, so the inbound call pop-up only supports URLs with the HTTPS protocol. For example: https://andon.xxx.com/ticket/list/
Always Visible: Once enabled, the inbound call pop-up page will always be displayed; otherwise, it will only pop up when there is an inbound call.
Status: To make the inbound call pop-up effective, you need to turn this on.
3. After you finish the configuration, you can see the effect immediately by refreshing the page on the workstation, as shown in the following figure.
Get Voice Call Data
When a new call or session occurs, relevant parameters are appended to the URL hash and monitored via HashChange.
Example: use Tencent website as an example. if the provided page URL is: https://www.qq.com, the URL requested for each incoming call will be https://www.qq.com#?mobile=18888888888&type=phone.
Inbound Call Pop-Up Parameters:
Parameter
Description
Parameter Description
mobile
Mobile number
/
userId
Voice/Web channel: User ID
WeChat channel: User's WeChat OpenID
/
nickName
User's WeChat nickname
/
avatar
User's profile photo
/
status
User status
100: Inbound Connecting
200: Connected
400: Ended
type
Service type
phone: Voice Call
im: WeChat/Web page channel graphic conversation
om: Omnimedia, audio call only
oim: Audio call + Graphic conversation
agentEmail
Agent's email address
/
agentMobile
Agent's mobile number
/
agentNickName
Agent's nickname
/
agentRoleId
Agent role
Admin
General agent
sdkAppId
Application ID
/
Outbound Call Example
Click 'Phone' Icon To Make a Call
Guidance
To configure a call button in your business system and enable outbound calling: Use the ccc-sdk in your business system to invoke Cloud Contact Center dialer. This supports retrieving call-related parameters during outbound calls, which can be utilized in your business system. The method for invoking this is shown below:
window.parent.postMessage({
source:'ccc-sdk',
payload:{
event:'callOut',
message:{
phoneNumber:'15889xxxxxx',// Required
desc:'Mr. Liu'// The system displays the field during an outbound call. It is optional. Displays phoneNumber when not present.
Yes
No
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