{"_id":"558dbbcfbeb7c719007f63ab","category":{"_id":"5908d1f64f544425002b6aae","project":"558d9c32beb7c719007f6319","__v":0,"version":"558d9c33beb7c719007f631c","sync":{"url":"","isSync":false},"reference":false,"createdAt":"2017-05-02T18:37:42.174Z","from_sync":false,"order":9,"slug":"legacy-documentation","title":"Legacy Documentation"},"parentDoc":null,"__v":76,"project":"558d9c32beb7c719007f6319","version":{"_id":"558d9c33beb7c719007f631c","project":"558d9c32beb7c719007f6319","__v":19,"createdAt":"2015-06-26T18:38:43.154Z","releaseDate":"2015-06-26T18:38:43.153Z","categories":["558d9c33beb7c719007f631d","558db0bc7afc102f008ed863","558db0d07afc102f008ed864","558db3c84cd25f0d00b7ecb2","558dbace7afc102f008ed894","558dbd104cd25f0d00b7ecca","558dbd4c4cd25f0d00b7eccb","559d3e858639bd21008e90a6","55bb8ca5a8400c2d00873e70","58fdfb438fbd2819000db9eb","590829c7ade4172d006a87b8","59082a11beedcf0f00235d87","5908bd2cba2afd23007d6d12","5908d1f64f544425002b6aae","591e5e9e2c1b1f0f000fa4e5","5a283434aba91f002834ea86","5a69fe5cde745d002c936c66","5a81e6ef761cf300127317f8","5a81e7d63b1e120012bed5a1"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"1.0.0","version":"1.0"},"user":"558d70614cd25f0d00b7eba4","githubsync":"","updates":[],"next":{"pages":[],"description":""},"createdAt":"2015-06-26T20:53:35.300Z","link_external":false,"link_url":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":20,"body":"[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Use the Agent-Panel Lookup webhook to enable real-time, screen-pop capabilities for phone calls.\"\n}\n[/block]\n\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/jNLtvq22TIKo7BXRB3He_1436842267_Search.png\",\n        \"1436842267_Search.png\",\n        \"128\",\n        \"128\",\n        \"#e2575a\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\nThe Agent Panel Lookup webhook allows users to enable real-time, screen-pop capabilities for calls, as they are connected to the Call Distributor agent. This feature is also commonly used for Custom Lookups within databases and CRM or Help Desk platforms.\n\nThe Agent Panel Lookup webhook GET request is sent to the user's web service, while the Call Distributor is attempting to contact an agent. Call Distributors can be assigned their own, unique Agent Panel Lookup configurations. \n\n## Agent Panel Lookup Webhook Setup\n\nThe Agent Panel Lookup configuration is accessed through the last page of the Call Distributor configuration, under *Screen-Pops Notifications*. To setup the Agent Panel Lookup webhook, follow the instructions below:\n\n1. On the *Screen-Pop Notifications* screen, click \"Create New Configuration\" to create a new configuration or \"Edit Selected Configuration,\" if the configuration already exists. \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/6ZF7DcPxRqKDDrjyN7PW_Screen%20Shot%202015-08-04%20at%205.11.27%20PM.png\",\n        \"Screen Shot 2015-08-04 at 5.11.27 PM.png\",\n        \"436\",\n        \"220\",\n        \"#999c9c\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n2. When the *Agent Screen-Pops Configuration* screen appears, select check-box \"Do your Own Lookup Mashup.\"\n\n3. Then, enter the URL of the user web service and change the **Parameter Name for CallerID**, if desired.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/6BENBFT9RnSgBj9i1Zk3_Screen%20Shot%202015-08-04%20at%205.12.21%20PM.png\",\n        \"Screen Shot 2015-08-04 at 5.12.21 PM.png\",\n        \"544\",\n        \"354\",\n        \"#efefef\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n## Dynamic Parameters\n\nThe dynamic parameters are used to store phone-call data that is sent to the user's server. These parameters are automatically sent to the user with each GET request.\n\nThe dynamic parameters are described in the table below.\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"DYNAMIC PARAMETER\",\n    \"h-1\": \"DESCRIPTION\",\n    \"0-0\": \"Agent ID\",\n    \"1-0\": \"Caller ID\",\n    \"2-0\": \"DNIS\",\n    \"2-1\": \"Dialed Number Identification Services (DNIS) is the phone number dialed for the call.\",\n    \"3-0\": \"SID\",\n    \"3-1\": \"Session ID (SID) refers to the unique, session ID for a phone call.\",\n    \"0-1\": \"Agent ID refers to the specific agent to which the phone call was being directed.\",\n    \"1-1\": \"Caller ID refers to the phone number of the caller. The parameter name for Caller ID may be changed, if desired.\"\n  },\n  \"cols\": 2,\n  \"rows\": 4\n}\n[/block]\n## Include SourceTrak Data\n\nIf the check box \"Include SourceTrak Data\" is selected on the *Agent Screen-Pops Configuration* screen, the parameters described in the table below will be included in the request; if the call recipient is available to take the call.\n[block:parameters]\n{\n  \"data\": {\n    \"h-1\": \"DESCRIPTION\",\n    \"h-0\": \"PARAMETER\",\n    \"5-0\": \"IP Address\",\n    \"0-0\": \"Activity Keyword\",\n    \"9-0\": \"Search Term\",\n    \"4-0\": \"Document Title\",\n    \"4-1\": \"The title of the initial page view, during a SourceTrak session.\",\n    \"2-0\": \"Browser\",\n    \"6-0\": \"OS\",\n    \"6-1\": \"Operating System (OS) refers to the operating system used during a SourceTrak session.\",\n    \"2-1\": \"The web browser used during a SourceTrak session.\",\n    \"0-1\": \"The SourceTrak pool activity that triggers the number display (on what?).\",\n    \"1-0\": \"Base URL\",\n    \"1-1\": \"The landing page of the user's website, where the SourceTrak phone number is displayed.\",\n    \"5-1\": \"The Internet protocol (IP) address of a visitor during a SourceTrak session.\",\n    \"8-0\": \"Referrer\",\n    \"8-1\": \"The full, referring domain that results in the display of a phone number on the user's website.\",\n    \"7-0\": \"Rank\",\n    \"9-1\": \"The literal search string or keywords that result in the display of a phone number on a user's website.\",\n    \"7-1\": \"A general confidence indicator (on the scale of 1-5) of how a phone call is matched to a source; a lower rank indicates a higher confidence.\",\n    \"3-1\": \"The date and time (EST) that the SourceTrak phone number was first displayed on the user's website.\",\n    \"3-0\": \"Displayed Timestamp\"\n  },\n  \"cols\": 2,\n  \"rows\": 10\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Webhook Response\",\n  \"sidebar\": true\n}\n[/block]\n\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/ZDRgOX1oTjqgbjOUAVqu_1438745047_response.png\",\n        \"1438745047_response.png\",\n        \"32\",\n        \"32\",\n        \"#343434\",\n        \"\"\n      ]\n    }\n  ],\n  \"sidebar\": true\n}\n[/block]\n\n[block:textarea]\n{\n  \"text\": \"The response to an Agent Panel webhook from a user's web service is in text or HTML format. The response will display under the \\\"Custom Lookup\\\" section of the Agent Panel Notification Message.\",\n  \"sidebar\": true\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Agent Experience\",\n  \"sidebar\": true\n}\n[/block]\n\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/v98BDxQxKYcL4YwwdV5Q_Screen%20Shot%202015-08-04%20at%205.14.54%20PM.png\",\n        \"Screen Shot 2015-08-04 at 5.14.54 PM.png\",\n        \"287\",\n        \"532\",\n        \"#699c8c\",\n        \"\"\n      ]\n    }\n  ],\n  \"sidebar\": true\n}\n[/block]\n\n[block:textarea]\n{\n  \"text\": \"The example above illustrates how the Lookup Response appears on an Agent Panel.\",\n  \"sidebar\": true\n}\n[/block]","excerpt":"","slug":"agent-panel-lookup","type":"basic","title":"AGENT-PANEL LOOKUP"}

AGENT-PANEL LOOKUP


Use the Agent-Panel Lookup webhook to enable real-time, screen-pop capabilities for phone calls.

The Agent Panel Lookup webhook allows users to enable real-time, screen-pop capabilities for calls, as they are connected to the Call Distributor agent. This feature is also commonly used for Custom Lookups within databases and CRM or Help Desk platforms.

The Agent Panel Lookup webhook GET request is sent to the user's web service, while the Call Distributor is attempting to contact an agent. Call Distributors can be assigned their own, unique Agent Panel Lookup configurations.

Agent Panel Lookup Webhook Setup

The Agent Panel Lookup configuration is accessed through the last page of the Call Distributor configuration, under Screen-Pops Notifications. To setup the Agent Panel Lookup webhook, follow the instructions below:

  1. On the Screen-Pop Notifications screen, click "Create New Configuration" to create a new configuration or "Edit Selected Configuration," if the configuration already exists.
  1. When the Agent Screen-Pops Configuration screen appears, select check-box "Do your Own Lookup Mashup."

  2. Then, enter the URL of the user web service and change the Parameter Name for CallerID, if desired.

Dynamic Parameters

The dynamic parameters are used to store phone-call data that is sent to the user's server. These parameters are automatically sent to the user with each GET request.

The dynamic parameters are described in the table below.

DYNAMIC PARAMETER
DESCRIPTION

Agent ID

Agent ID refers to the specific agent to which the phone call was being directed.

Caller ID

Caller ID refers to the phone number of the caller. The parameter name for Caller ID may be changed, if desired.

DNIS

Dialed Number Identification Services (DNIS) is the phone number dialed for the call.

SID

Session ID (SID) refers to the unique, session ID for a phone call.

Include SourceTrak Data

If the check box "Include SourceTrak Data" is selected on the Agent Screen-Pops Configuration screen, the parameters described in the table below will be included in the request; if the call recipient is available to take the call.

PARAMETER
DESCRIPTION

Activity Keyword

The SourceTrak pool activity that triggers the number display (on what?).

Base URL

The landing page of the user's website, where the SourceTrak phone number is displayed.

Browser

The web browser used during a SourceTrak session.

Displayed Timestamp

The date and time (EST) that the SourceTrak phone number was first displayed on the user's website.

Document Title

The title of the initial page view, during a SourceTrak session.

IP Address

The Internet protocol (IP) address of a visitor during a SourceTrak session.

OS

Operating System (OS) refers to the operating system used during a SourceTrak session.

Rank

A general confidence indicator (on the scale of 1-5) of how a phone call is matched to a source; a lower rank indicates a higher confidence.

Referrer

The full, referring domain that results in the display of a phone number on the user's website.

Search Term

The literal search string or keywords that result in the display of a phone number on a user's website.

Webhook Response

The response to an Agent Panel webhook from a user's web service is in text or HTML format. The response will display under the "Custom Lookup" section of the Agent Panel Notification Message.

Agent Experience

The example above illustrates how the Lookup Response appears on an Agent Panel.