Customize screen pops

Interaction Dialer uses call attributes to determine which Salesforce page displays for the agent. The SF_URLPop custom call attribute screen pops a specific Salesforce page, and the SF_SearchValue custom call attribute screen pops a Salesforce search result for certain calls. You configure custom call attributes for Interaction Dialer in Interaction Administrator as policy sets and associate them with the campaign.

Note: See Screen pop a Salesforce page and Screen pop a Salesforce search result.

This procedure relies heavily on CIC configuration. For more information about configuring policy sets, see the Interaction Dialer Help in the PureConnect Documentation Library.

1. In Interaction Administrator, go to Interaction Dialer > Advanced Interaction Dialer.

2. Click Policy Sets.

3. Create a new PreCall policy set for each custom call attribute that performs a screen pop.

   • To determine which calls this policy affects, add a Condition.

   • Add a Behavior Type and set its attribute to the custom call attribute. In this example, PureConnect for Salesforce searches for the case number and screen pops when the SF_SearchValue custom call attribute is set on an incoming interaction.
     
     

4. Save the policy set.

5. Go to Interaction Dialer > Campaigns.

6. Click the campaign that this policy set applies to.

7. Click Automation.

8. Select the policy set you just created.

   In this example, you selected SF_SearchValue Policy.

   

9. Save the campaign.

When a call comes in to this campaign, Interaction Dialer assigns the custom call attribute of SF_SearchValue with a value of the customer case number, which screen pops the case in Salesforce.