Series: Architect tutorial for advanced users

Advanced lesson: Create a screen pop script and add it to a call flow


In this example, create and publish a screen pop script in PureCloud Scripts. Next, create a call flow in Architect that looks up the customer’s Salesforce ID based on the caller’s telephone number and includes the published script. The call flow passes the ID to this script, which opens the customer record in a browser. With modification, this technique can be used with other browser-based CRMs.

Objectives

In this lesson, you will:

  • Configure and publish an outbound screen pop script.
  • Create an outbound call flow in Architect that uses the telephone number to look up a caller’s customer ID number in Salesforce CRM.
  • Complete the call flow by adding the script, which will pop the customer record on an agent’s display.

Estimated time to complete: 30 minutes

Prerequisites

Additional resources

When this script is popped by an Architect call flow, the caller’s CRM record appears in the agent’s default web browser:

Figure shows screen pop in salesforce crm

An example screen pop in Salesforce CRM.

Tasks

In this section, create and publish the screen pop script in PureCloud. When this script is called by an Architect call flow, it initiates the caller’s CRM record on the agent’s default web browser. Next, in an Architect call flow, set up a starting task. The starting task will include a Call Screen Pop action that calls the previously created script immediately when the call flow is initiated.

Note: Some options are specific to this tutorial, based on pre-configuration and set-up. Your selections may differ, depending on your configuration. These variations are noted in relevant tasks.

To create an inbound script that works cooperatively with Architect and uses the screen pop feature to display CRM records, follow these steps:

  1. Click Admin.
  2. Under Contact Center, click Scripts.
  3. Click Create.
  4. Name the script Pop URL and under Select A Template, choose Blank Script.
    The script editor appears.
  5. Next, define a variable to receive customer ID information from Architect.
    On the right side of the script editor, click Variables .
  6. To add a new variable, click Add Variable  and then under Basic Types, click the String data type.
  7. In the Name box, type ContactID and optionally enter a description.
  8. Enable Input
  9. Click Apply.
    Note: Make note of the variable name. You provide it later to the person responsible for creating the Architect call flow portion of this solution.
  10. Next, define the action required to open the customer record in the CRM.
    Click Actions .
  11. To add a new action, click Add Action .
    The Custom Action editor appears.
  12. In the Custom Action Name box, type Open CRM URL.
  13. Click Add Step.
  14. Expand the Scripter list and click Open URL.
  15. Under Scripter.Open URL, in the URL box type the following: https://my.salesforce.com/{{ContactID}}.
    Replace my.salesforce.com with the URL of an actual CRM server.
    Notes:
      • The script editor appends the value of the ContactID to the address, to open the customer's specific record.
      • This action type requires HTTPS.
  1. To save the action, click Save.
  2. From the Script list, click Script Properties.
    On the right side of the script editor, the Script Properties panel appears.
  3. Under Features, expand and enable Inbound.
  4. At the bottom of the Start Page, click Page Properties .
    On the right side of the script editor, the Script Properties panel appears.
  5. Under Page Load Action, click No Action Selected.
    On the left side, the Select Action panel appears.
  6. Expand the Custom list and click Open CRM URL.
  7. From the Script list, click Save.
  8. From the Script list, click Publish.

    In this task, create the outbound call flow and set up the initial greeting.

    1. In Architect, create a new outbound call flow.
    2. Create a new reusable task and set it as the starting task. 
    3. Name the starting task Salesforce Lookup and in the Initial Greeting area add Thank you for calling PureCloud Banking Support as either TTS or a recorded prompt.
    4. Click Edit Task.

    In this task, we will configure a Bridge Action to query the CRM for the caller’s phone number and retrieve the contact information.

    1. Add a Play Audio action to the task directly below the Start box, and do the following:
      1. Name the action Account lookup audio.
      2. In the Audio field add Please remain on the line while we look up your account information as either TTS or a recorded prompt. 
    2. Add a Call Bridge Action directly below the Play Audio action and do the following:
      1. Name the action Look up account.
      2. Select the Category that contains the desired bridge action.
      3. Select the appropriate Bridge Action.
    3. Configure the Bridge Action’s Input and Output settings: 
      Note: The following settings are specific to this example’s Bridge Action selection. Your options may vary, depending on your Bridge Action configuration.
    1. In the Inputs section, locate the PhoneNumber field, type Call.Ani and press Enter.
    2. In the Outputs section, locate the Contact.FullName field, type Task.ContactFullName, and press Enter.
    3. In the Outputs section, locate the Contact.ID field, type Task.ContactID, and press Enter.

    Add an audio sequence that greets callers by name and lets them know they’ll be transferred to a specialist.

    1. Add a Play Audio action just below the Look up account Bridge Action’s Success path.
    2. Name the action Greet the caller.
    3. Click the Edit Audio Sequence button and in the Edit Audio Sequence dialog box, do the following:
      1. In the Text To Speech box, type Thank you for calling.
      2. Click the Add Data button and in the Data box type Task.ContactFullName.
      3. Click the arrow at the end of the Select Options drop-down list and select Text to speech.
      4. Click the Add TTS button and in the Text To Speech box type Please wait while we transfer you to your support specialist.
    4. Click Close

    Select the screen pop script you want to appear on the agent’s screen when he or she receives the call.

    1. Expand the Flow category and add a Set Screen Pop action directly below the Greet the caller Play Audio action.
    2. Leave the Name unchanged.
    3. Click the arrow at the end of the Screen Pop Script drop-down list and select Pop URL.
    4. In the Inputs area, locate the ContactID box and type Call.ContactID.

    1. Add a Transfer to ACD directly below the Set Screen Pop action and do the following:
      1. Name the action Transfer to Customer Service.
      2. In the Pre-Transfer Audio area, add Someone will be with you shortly as TTS or a recorded prompt.
      3. Select the Customer Service queue. 
        Note: Available queues may vary, depending on your configuration.
      4. Leave the remaining settings unchanged. 
    2. Click Validate.
    3. Resolve any errors and click Publish.

    Practice

    Now it’s your turn. Try creating a screen pop script and including it in an outbound call flow for your own environment. For additional assistance, refer to the corresponding task instructions and the supporting video.


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