We would like to request a feature to support a more flexible screen pop experience within the Zoom Contact Center platform.
Our use case involves scenarios where an API call (based on the caller’s ANI) returns multiple patient accounts in the IVR. In such cases, we would like to present agents with an initial screen pop that displays a list of hyperlinks, each corresponding to a patient record. Clicking any of these links would open the patient’s detailed information page in CRM.
We are aware that Zoom currently supports launching a static URL at the queue level. However, our requirement is to display a customizable, dynamic page that can be popped to the agent desktop or populate on Zoom workspace during the Call arrival or Call Answered event.