Custom Call Pop Setup

This is VCC Live’s documentation on how users are able to set up custom call pop screens when using VCC Live to Salesforce. This can be helpful for you in case you would like to create a custom workflow for your agents.

Table of Contents

• Changing Softphone Layout settings
• Using VCC Live data in your Apex class

Changing Softphone Layout settings

To be able to use custom call pop screens you need to change Softphone Layouts in your Salesforce environment. You can access them by navigating to Setup -> Feature Settings -> Call Center -> Softphone Layouts to access all the settings. Here, select the option Pop to Visualforce page and define a Visualforce page you would like to display to the users. A detailed description of the available settings can be found on this website.

Using VCC Live data in your Apex class

You can set up Visualforce pages in your Salesforce environment, which can be used for custom screen pops. You can read more about them here.

In some cases, you need to create a custom Apex class to capture the desired workflow you would like to achieve for your users. You can read more about setting up Apex classes here.

If you would like to use data from the call in this custom workflow, like the Caller ID or the unique ID of the call, you can reference them directly from the URL. The attributes you can use are the following:

To reference these parameters in your Apex class, use the following method as described here.