PureCloud for Zendesk の画面ポップについて


Screen pop functionality in Zendesk allows you to see a record based on pre-configured behavior.

Inbound call interactions

By default, when an incoming call interaction alerts, the integration searches all phone number fields in Zendesk for the caller ID (ANI) and screen pops based on the search results. Your administrator can use the default settings or customize the screen pop behavior.

Note: If an incoming interaction is a conference call, then the integration does not perform a screen pop.

The integration can return a single match, no matches, or multiple matches.

  • Single match

    The integration pops the relevant ticket or user record.

  • No matches

    No screen pop occurs, but you receive a notification message.

  • Multiple matches

    You receive a notification message, indicating that there are multiple results.

    1. Answer the interaction.

      A dialog box appears that lists the contacts found in the search results.

    2. Select a contact from the list.

      If the integration finds more than 25 contacts, then narrow the search results by entering more information, such as a name, in the 検索 text box.

      You can also return results that are not based on the phone number of the incoming interaction. Clear the phone number text box and search for any information, such as a name, phone number, email address, or organization name.

      Note: Zendesk searches phone numbers for the exact number that you enter. For example, the number 5550123 returns different results than 15550123.

    3. Click Select.

      A screen pop occurs for the contact that you selected.

Callback interactions

When a callback interaction alerts, the integration searches all phone number fields in Zendesk for the caller ID (ANI) and screen pops based on the search results.

The integration can return a single match, no matches, or multiple matches.

  • Single match

    The integration pops the relevant ticket or user record.

  • No matches

    No screen pop occurs, but you receive a notification message.

  • Multiple matches

    You receive a notification message, indicating that there are multiple results.

    1. Answer the interaction.

      A dialog box appears that lists the contacts found in the search results.

    2. Select a contact from the list.

      If the integration finds more than 25 contacts, then narrow the search results by entering more information, such as a name, in the 検索 text box.

      You can also return results that are not based on the phone number of the incoming interaction. Clear the phone number text box and search for any information, such as a name, phone number, email address, or organization name.

      Note: Zendesk searches phone numbers for the exact number that you enter. For example, the number 5550123 returns different results than 15550123.

    3. Click Select.

      A screen pop occurs for the contact that you selected.

Chat interactions

By default, when an ACD chat interaction alerts, the integration does not screen pop a page. However, your administrator can configure screen pop behavior for chat interactions.

Email interactions

By default, when an ACD email interaction alerts, the integration searches for the email address in Zendesk and screen pops based on the search results. However, your administrator can configure screen pop behavior for email interactions.

If the integration finds a single match, then the integration pops the relevant ticket or user record. If the integration finds no match, then no screen pop occurs, but you receive a notification message.