You can configure and customize screen pops, or windows of information about the contact with whom the agent is currently connected, by creating a query using NICE inContact IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script variables and specifying certain settings in your Salesforce SoftPhone Layout and data mapping.
A screen pop goes through four phases:
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The
- The system delivers the call to an agent with query control variables.
- The Salesforce Extension performs a query of contact records using the variables.
- The Salesforce Extension opens a page unless you configure it not to. You might choose to have no action occur in situations where the query returns no matches.
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Configure the Softphone Layout in Salesforce. Specify:
- Which objects the script will search for the patron's information when an agent receives an inbound call.
- The action that occurs when a query returns one record, multiple records, and no records.
- The fields that appear in the softphoneA software program for making telephone calls over the Internet using a computer instead of a telephone. when a single match is found.
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Create a script that opens an existing Salesforce case number for the contact. The script should search for the case and, if the case exists, deliver the number and the call metadata to the Salesforce Extension. If the case number does not exist, the script should send the caller’s phone number (ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call.) to the extension, which searches for and opens the caller's contact record.
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Create the controlled variables for the script to send to the extension. To do so, use Studio to set the ScreenPop property to TRUE (see the ASSIGN script action for more information) and use one or both of the following methods to create controlled variable queries:
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sfdc# variables for simple queries
For
sfdc#variables,#is a number from 0-9. These variables identify portions of the query and have the syntaxobject.field>value.If you use multiple
sfdc#variables, you must combine them into a single query. Group variables that apply to the same object as "AND" queries, or queries where all conditions must be true for a record to be a match.Example 1:
If the IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script sends the following variables:
sfdc0=case.priority>high sfdc1=case.isclosed>false sfdc2=case.contactid>00330000018BBL3
The extension runs the following SOQL query:
SELECT id FROM case WHERE priority=high AND isclosed=false AND contactid=00330000018BBL3
The query finds all open, high-priority cases that belong to a specific contact in Salesforce.
Example 2:
If the IVR script sends the following variables:
sfdc0=case.priority>high sfdc1=case.isclosed>false sfdc2=case.contactid>00330000018BBL3 sfdc3=activity.whoid>00330000018BBL3
The extension runs the following two SOQL queries:
SELECT id FROM case WHERE priority=high AND isclosed=false AND contactid=00330000018BBL3 SELECT id FROM activity WHERE whoid=00330000018BBL3
The query finds all open, high-priority cases that to a specific contact and all activity history records belonging to that same contact.
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sfdcquery# variables for complex queries
For
sfdcquery#variables,#is a number from 0-9. These variables are simple strings that are independent from one another and specify a full SOQL query.When you configure the SoftPhone Layout so that the extension displays a search results page when the query returns multiple matches, and multiple
sfdcquery#variables that specify different queries that return one or more matches, the extension combines all the matches into a single results page.When you use
sfdcquery#andsfdc#variables at the same time, both types run queries.Example 1:
If the IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script sends the following variables:
sfdcquery0="SELECT id FROM opportunity WHERE accountid=0013000000VKCU9"
The extension runs the following SOQL query:
SELECT id FROM opportunity WHERE accountid=0013000000VKCU9
Example 2:
If the IVR script sends the following variables:
sfdcquery0="SELECT id FROM opportunity WHERE ACCOUNTID=0013000000VKCU9" sfdcQUERY2="SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false"
The extension runs the following SOQL queries:
SELECT id FROM opportunity accountid=0013000000VKCU9 SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false
The query finds all opportunities assigned to the account and all non-closed open activity objects assigned to the account. The results from both queries are displayed.
Example 3:
If the IVR script sends the following variables:
sfdc0="case.priority>high" sfdc1="case.isclosed>false" sfdc2="case.contactid>00330000018BBL3" sfdc3="activity.whoid>00330000018BBL3" sfdcquery0="SELECT id FROM opportunity WHERE accountid=0013000000VKCU9" sfdcquery2="SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false"
The extension runs the following queries:
SELECT id FROM case WHERE priority=high AND isclosed=false AND contactid=00330000018BBL3 SELECT id FROM activity WHERE whoid=00330000018BBL3 SELECT id FROM opportunity WHERE accountid=0013000000VKCU9 SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false
The query finds all high-priority, open cases for the identified contact, all activity records assigned to the contact, all opportunity records assigned to the identified account, and all non-closed open activity records that are assigned to the identified account. The results appear in the way you requested in your SoftPhone Layout settings.
If you do not create query variables, Agent for Salesforce runs a default query, or a query that searches for objects listed in the Salesforce SoftPhone Layout configuration. Agent for Salesforce runs the default query for the ANI in the phone number fields of these objects.
All variables supplied by the script are passed to the VisualForce page as a query string, including query variables and all other published variables. Salesforce stores all published variables in a custom field on the User object where custom JavaScript code, VisualForce, and Apex pages can access them.
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- In Studio, set the ScreenPopSource property of the REQAGENT script action to Default from Skill.
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