Best practices for screen pop of custom desktop application

Genesys Cloud Integrations
1

What is the best approach to perform a screen pop to a custom (thick) desktop CRM application running on an agent's desktop?

Assume that the ability to customize the desktop application is an option.

2
  1. Implement OAuth to log in and get an access token
  2. Implement Notifications to get real-time notifications
  3. Do whatever you need to do in your app to pop it based on notification data
  4. Profit
3

Thanks Tim. Perhaps I should have been more clear: what I'm looking for is whether or not it would be better to implement a thin desktop application or to use something like a browser extension. I can see some advantages to using a browser extension, but I'm not sure if it's feasible. Thoughts?

4

There are some ways that a browser extension can interact with the desktop, but that's generally not a best practice. Things in a web environment are generally restricted to stay there for security reasons. Best practice would be to implement an integration directly in your app or build a desktop application running in the background that can interact with the app that's being popped (e.g. sending a DDE command).

2 Likes
5

Hey Tim,

To add onto this topic, I am confused on how one thing works. Let's say there are 5 agents that are accepting calls and each one of those agents are on a computer, then how would your example know which computer needs to have the screen pop? How do we pop the screen in the local application for the agent that received the call? Is there a common ID between PureCloud and the application? Does the middleware need to be installed on each computer?

6

My assumption was that the integration would run on the agent's desktop. The agent would log in to the integration, so it knows who the user is and can subscribe to only their notifications. The integration would then interact with an application running locally on the desktop. This model doesn't allow conflating of any data between users.

If you're implementing a server-side integration that handles notifications for all users, it's a little more complicated. Your application has to be able to identify the correct user's PC given a purecloud user from a notification and be able to communicate with that user's application. I can't help you with figuring that process out because that's completely dependent on your integration and 3rd party software that I have no information about.

7

Thanks, Tim. I was not aware if you would receive a notification about this comment so I posted a new topic. You could basically copy and paste this answer if there still aren't enough details.

8