1 Reply Latest reply on Jan 9, 2017 12:02 PM by kellytice

    Screen Pop

    achan1
    achan1 Jan 5, 2017 11:10 AM

      Is it possible to open WHD to a particular ticket page through a URL?

       

      The scenario would be as follows:

      - Caller calls into an IVR and enters their Ticket Number

      - The IVR system transfers the call to an agent who has WHD installed on their desktop

      - The soft phone application on the agent's desktop would pop the WHD application to the ticket page (for the Caller entered ticket number)

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        • Re: Screen Pop
          kellytice
          kellytice Jan 9, 2017 12:02 PM (in response to achan1)

          It seems like it should be possible.   

           

          If you check out the documentation on the WHD API, it may help you get there:

          http://www.webhelpdesk.com/api

           

          It is talking in the context of accessing the data using the API (typically from another program or from a script) but it generally provides some detail on the formatting of ticket URLs.  The hard part would be the authentication part, but i believe it also gives some guidance on that.