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Summary of Screen Pop Tab Options

Table 61 summarizes the options available in the Integration page, Screen Pop tab. The screen pop features vary with the choice of CRM.

Table 61: Summary of Integration page, Screen Pop tab options

Integration Screen Pop tab option Description

Enable Screen Pop

Select to enable the screen pop feature.

Target Attributes

Target type

Click one of the following third-party CRM products:

  • NetSuite
  • Salesforce.com
  • Zendesk
  • Microsoft Dynamics
  • Zoho
  • Custom

The selection of a product enables and disables other features on the Screen Pop page.

Integration Type

If Target type specifies NetSuite, then choose one of the following:

  • Legacy
  • SSO

Legacy integration:

  • Displays information from Netsuite in a separate browser window.

SSO Integration:

  • Allows a user of NetSuite CRM to enter Virtual Contact Center via NetSuite website.
  • Provides single sign on; the user presents the authentication information only once per NetSuite session.
 

If Target type specifies Salesforce.com, then choose one of the following:

  • Legacy
  • Enhanced

Legacy integration:

  • Displays information from the Salesforce.com database in a separate browser window.
  • Provides less integration with Salesforce.com than Enhanced mode.

Enhanced integration:

  • Displays information from the Salesforce.com database in a frame with the Agent Consolewindow.

    The agent can optionally move the Salesforce.com frame to a separate browser window.

  • Provides more complete integration with Salesforce.com than Legacy mode.

If you choose Enhanced, the Configuration Manager disables the Size and Position area described later in this table.

Account

If Target type specifies NetSuite or custom, then type the account name required to access the data the third-party CRM incorporates into the screen pop message.

Service Name

 

Service name is the URL used to log in to your external CRM account.

Login URL

Enter the login URL starting with https://

Branding URL

The custom URL provided by your CRM if you have customized your help desk to match your brand’s look and feel.

URL

 

For Custom target type only. Type the URL where the Virtual Contact Center sends information about the interaction reported on by the screen pop.

Enable Customization

This option instructs the On Demand Contact Center to execute a custom XML Salesforce integration script using the specified Script URL.

Script URL If Customization is enabled, the Script URL must contain a valid URL that points to the location of the custom script. Once the Script URL is specified and the Screen Pop page is saved, all features and functionality of the standard integration are replaced with the custom functionality. Agents will see the changes with their next login.
Use Remote Login This option enables Single Sign on security settings in the Zendesk account.

API Token

Enter a valid API token to enable searching of the CRM.

Use Client Login Session to pop

 

Select the option to enable support for the Salesforce security setting: ‘Lock sessions to the IP address from which they originated.’

Check the Launch native login window at agent login setting to have the Agent Console automatically launch a Salesforce login window when the agent logs in to the Agent Console. If the Launch native login window at agent login is not set, the agent must manually log in to Salesforce using the next tab of the same browser window used for the Agent Console session.

Agents

Select and assign all agents

Enable this option to grant access to all agent for Salesforce integration, or click (choose agents) to grant the permission to a selected group of agents.

Landing Pages

 

The Virtual Contact Center enables custom landing page, and /or provides three built-in landing tabs from the Virtual Contact Center CRM:

  • Enable Custom: If enabled, enter a title for the landing page, and a URL to navigate to.
  • Enable 8x8 CRM
  • Note: Availability of the tabs depends on the external CRM the tenant is integrated with.

Trigger an Auto Log Window after Interactions

Select media for auto log from Phone, Voice Mail, and Chat. You can disable auto log for a certain media by un-checking the option.

Select the mode for screen pop of auto log from the following choices:

  • No Screen pop: Prevents screen pop for auto log.
  • Pop the log for edit: Offers the ability to edit auto logs.
  • Pop the log for view: Limits auto log to view mode.

Trigger a Popup Window

For these events

Select the types of interactions that use the screen pop feature:

  • Select When agent is offered interaction to enable the Virtual Contact Center to display a screen pop when an agent is presented with a new interaction.
  • Select When agent accepts interaction to enable the Virtual Contact Center to display a screen pop when an agent accepts a new interaction.
  • Select When agent completes interaction the Virtual Contact Center to display a screen pop when an agent has completed an interaction.

In the For these media area, described later in this table, choose which types of Virtual Contact Center channels that use the screen pop feature.

For these media

Choose the Virtual Contact Center channels that use the screen pop feature. The choices are Phone, Voice Mail, Chat, and Email.

Window Properties

 

Open new window for screenpop: this option allows agents to see Screen Pop and new Salesforce URL launches using a new window(s) instead of tabs within the Agent Console window. This option opens a new window for each transaction and each new URL. Along with this option, the following options are available.

  • Use single window only: This option allows only one single window to display all the Screen Pop and URL launch.
  • Hide result listing if one search result is found:The application supports multiple search results displayed on Screen Pop. With the option enabled, the tab with one result listed will not be open. The Screen Pop window still will pop with the search result record. Note that with this option enabled, if multiple results are found, tab is open with all the result records listed. If the Salesforce window is collapsed, it will be automatically expanded.

Show toolbar

  • If Target type specifies Salesforce, and Integration Type specifies Legacy, then click yes to display the Internet Explorer toolbar at the top of the stand-alone popup window.
  • If Integration Type specifies Enhanced, the Virtual Contact Center ignores the value of Show toolbar.-+

Size and position

  • In the width and height text entry areas, type the size as an integer number pixels of the screen pop window.
  • In the top and left text entry areas, type the screen position as an integer number of pixels of the screen pop's upper-left corner.

 

See Also

 


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