Configuring Screen Pop-ups

Prerequisites

• You have contacted the system administrator to configure the third-party URL.
• If the page is an internal page, you have configured the internal page in advance. For details, see Configuring Pages.
• If the page is an AppCube-integrated page, you have enabled the AppCube feature and installed a non-AICC application package on AppCube.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Expansion and Integration > Pop-Up Screen.
   Screen pop-up configuration support two page types: Audio/Video and Multimedia.

   NOTE:

   Pop-up pages can be integrated into the agent workbench. For example, an Audio/Video pop-up page can be integrated into the voice and video workbench, and a Multimedia pop-up page can be integrated into the online chat workbench.

2. Click New. On the New Incoming Call Screen Pop-up page that is displayed, configure screen pop-up information.
   • The maximum number of screen pop-ups of the Audio/Video and Multimedia types is specified by the system parameter Max. Screen Pop-ups for Each Tenant. The value ranges from 1 to 10. By default, a maximum of five screen pop-ups can be created for each type.
   • You can configure internal pages, external pages, and AppCube-integrated pages for the Audio/Video type, but can only configure external pages for the Multimedia type.
     Figure 1 Internal page
     
     Figure 2 External page
     
     Figure 3 AppCube-Integrated Page
     

     Table 1 Inbound call screen pop-up parameters

     Parameter	Description
     Page Name	Page name, which is customized.
     Page type	The options are as follows: Internal page External page AppCube-Integrated Page
     Open Mode	The options are as follows: Embed (By default, internal pages can be opened only in this mode.) Independently opened
     Config Page	This parameter is mandatory when Page type is set to Internal page. The value is the page customized and published in Configuring Pages.
     Select Application	AppCube application that has been installed.
     Select Menu	Menu under the selected AppCube application.
     Access Address	This parameter is mandatory when Page type is set to External page. The value is the third-party URL configured by the system administrator. CAUTION: For example, if this parameter is set to https://www.huawei.com, the passed URL is actually https://www.huawei.com?callerNum=400124&calledNum=88880344&callid=1574662344-400&mediaType=1&callType=1&workNo=1511&callskill=defaultAudioSkill&callskillid=3&agentName=HW38539906. The following parameters are added by default: callerNum: calling number calledNum: called number callid: ID of the current session mediaType: media type. The options are 1 (voice) and 5 (multimedia). callType: call type. The options are 0 (inbound call) and 1 (outbound call). workNo: platform agent ID callskill: skill queue callskillid: skill queue ID agentName: business account of an agent
     Integration Type	This parameter is mandatory when Page type is set to External page or AppCube-Integrated Page. The options are as follows: URL GET REQUEST Parameter: The page is integrated by setting screen pop-up parameters. For details, see Scenario 1: Integration by Using a URL (in GET Parameter Transfer Mode). URL POST REQUEST Parameter: The page is integrated by setting screen pop-up parameters and processing form data. For details, see Scenario 2: Integration by Using a URL (in POST Parameter Transfer Mode). Web API: The page is integrated using AICCSupport.js. For details, see Scenario 3: Integration by Using a URL (in Page JavaScript Invocation Mode).

3. Click Save.
4. (Optional) If the page is an external page or an AppCube-integrated page, set screen pop-up parameters for the page.
   If screen pop-up parameters are not set, the following six parameters are transferred by default: callerNum, calledNum, callid, mediaType, callType, and workNo.

   1. Select the configured inbound call screen pop-up and click Config. The page for setting external access address parameters is displayed.

      

   2. Click to add screen pop-up URL parameters to be passed. The maximum number of parameters is specified by the system parameter Max. Parameters Transferred in URL of Screen Pop-up for Each Tenant. The value ranges from 1 to 20. By default, a maximum of 10 parameters can be added.
   3. Set Screen Pop-up URL Parameter, Associated System Data Parameter Type, and Associated System Data Parameter.
      • Call Data
        Figure 4 Selecting Call Data
        

        The value of Associated System Data Parameter can be:

        • callerNum: calling number
        • calledNum: called number
        • callid: ID of the current session
        • mediaType: media type. The options are 1 (voice) and 5 (multimedia).
        • callType: call type. The options are 0 (inbound call) and 1 (outbound call).
        • workNo: platform agent ID
        • callskill: skill queue
        • callskillid: skill queue ID
        • agentName: business account of an agent
      • Channel Associated Data
        Figure 5 Selecting Channel Associated Data
        

        The value of Associated System Data Parameter is customized.

   4. Click Close.

5. Select the configured pop-up page and click in the Enable column to enable the pop-up page.

   

6. If multiple inbound call screen pop-ups are enabled, click Up or Down in the Operation column to adjust the pop-up sequence of a screen pop-up. The screen pop-up on the top of the list pops up first.

NOTE:

Sign out and then sign in again for the configuration to take effect.