Show Hide

 

Feedback

  • Contents
 

Workflow for the Zendesk Screen Pop Connector

The following is a common workflow using a screen pop by ANI action with the screen pop connector.

  1. A phone call comes into the IVR. Based on the ANI of the call, the IVR sets an interaction attribute within the screen pop step.

  2. The IVR transfers the interaction to a workgroup queue. The ACD engine then assigns the interaction to an agent.

  3. The connector uses IceLib to monitor agents in the workgroup for interactions with this screen pop attribute and to watch these interactions.

  4. When a watched interaction begins alerting or goes connected, the connector uses the ANI value that was added in the IVR to perform a data dip into the third-party system. The connector retrieves the contact or ticket ID from the third-party system.

  5. The connector then performs a screen pop in an agent’s browser that shows the record with that ID from the third-party system.