Screen pops configuration

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Steps to configure screen-pops in Microsoft Dynamics 365 with CIF versions 1.0 or 2.0 or Microsoft USD.

Import Extension Solution

Customization can be deployed as an unmanaged solution. According to the Microsoft environment you are using, it is based on different JavaScript files.

Will provide a unmanaged solution package GPLUSD365_extension_package_XXX.zip, specific for each solution CIF1, CF2 or USD, that contains all javascript file that the customer can modify to change the out of the box scenario or customized some participand data.GAMD Import extension.png

Configuring screen pops in Microsoft Dynamics 365 with CIF version 1.0

In Microsoft Dynamics 365 with CIF version 1.0, screen pop configuration is based on the following JavaScript files, which implement the out-of-the-box scenario for different fields:

  1. softphon_iwscriptCIFWWE.js_custom.js: Computer Telephony Integration (CTI) events that the Adapter can capture
  2. softphon_utilCIFWWE_custom.js: implementation of the events mentioned in the previous point
  3. softphon_iwsconfigCIFWWE.js_custom.js: parameters necessary to customize the Adapter
  4. softphon_translations_custom.js: switch to other languages

GAMD Extension cif1.png

An extra file must be handled to customize the outbound-call scenario:

  1. softphon_CustomMakeCallCIFWWE.js: wanted flow in case of outgoing interactions


For customization, follow the procedure presented in Screen pops customization.

Configuring screen pops in Microsoft Dynamics 365 with CIF version 2.0

In Microsoft Dynamics 365 with CIF version 2.0, screen pop configuration is based on the following JavaScript files, which implement the out-of-the-box scenario for different fields:

  1. softphon_iwscriptCIFWWEv2.js_custom.js: Computer Telephony Integration (CTI) events that the Adapter can capture
  2. softphon_utilCIFWWEv2_custom.js: implementation of the events mentioned in the previous point
  3. softphon_iwsconfigCIFWWEv2.js_custom.js: parameters necessary to customize the Adapter
  4. softphon_translations_custom.js: switch to other languages

GAMD Extension CIF2.png An extra file must be handled to customize the outbound-call scenario:

  1. softphon_CustomMakeCallCIFWWEv2.js: wanted flow in case of outgoing interactions


To proceed with the customization, follow the procedure presented in Screen pops customization.

Configuring screen pops in Microsoft Unified Service Desk (USD)

In Microsoft USD, screen pop configuration is based on the following JavaScript files, which implement the out-of-the-box scenario for different fields:

  1. softphon_iwscriptCIFUSDWWE.js_custom.js: Computer Telephony Integration (CTI) events that the Adapter can capture
  2. softphon_utilCIFUSDWWE_custom.js: implementation of the events mentioned in the previous point
  3. softphon_iwsconfigCIFUSDWWE.js_custom.js: parameters necessary to customize the Adapter
  4. softphon_translations_custom.js: switch to other languages

GAMD Extension USD.png

An extra file must be handled to customize the outbound-call scenario:

  1. softphon_CustomMakeCallCIFUSDWWE.js: wanted flow in case of outgoing interactions


For customization, follow the procedure presented in Screen pops customization.

Retrieved from "https://all.docs.genesys.com/GAMD/Current/Admin/ConfigSP (2023-01-29 02:18:28)"
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