How-To Screen-Pop in BUI

Screen-Pop is a useful feature that automatically open a relevant transaction screen (eg: customer 360 or an incident) in the agent console when initiated from a third party application. This feature is effectively used on many implementation to pop the customer 360 information or a report within agent console from an external Computer Telephony Integration (CTI) flows, by passing the telephone number. Legacy Agent Console within B2C Service supports screen-pop by listening to a network port. It being a Dot Net based desktop application it has been designed to listen to the localhost network port configuration in Service Cloud. This allows external programs running in the same agent machine to make HTTP GET request to that localhost port to open a workspace record or to run a report.