Need Guidance: Multi‑Parameter Screen Pop Integration Between iVUE Connect and Zoom Contact Center

Contact Center Web
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Hello Zoom Contact Center Developer Team,

I’m seeking guidance on integrating iVUE Connect (by NISC) with Zoom Contact Center to enable a screen‑pop workflow triggered by caller ID lookup.

:puzzle_piece: Issue Overview 1

Our customer’s iVUE Connect system expects an incoming HTTP GET request with multiple parameters, for example:

%C - The caller ID number is passed without the country/region code; for example, (123) 123-1234

%AD -The display name (personal profile) of the agent.

Zoom Contact Center’s Launch URL variable (phoneNbr=%C) is in the format (123) 123-1234, but the iVUE system does not accept the “(“ or “-” that are being passed.

Is there any way to send the %C variable in this format “1231231234” without the “(“ or “-”

:puzzle_piece: Issue Overview 2

Zoom Contact Center’s Launch URL will not allow us to add the url if it doesn’t have .com, .edu, etc. Is there any way to add a local URL .

:gear: What We’ve Tried

Using URL‑encoded ampersands (%C) to include multiple parameters — did not parse correctly.

Combining multiple values into one parameter and splitting them in the target app — unreliable.

Redirecting through a short‑URL or proxy service — functional but adds latency and complexity.

Verified available Zoom Contact Center variables: %C (caller ID number) and %AD (personal profile) of the agent.

Current Limitation

The %C (caller ID) format needs to be without the “-” or “(“ Example desired URL: https:// 07037app:35000/cis/incomingHttpCall.cmd?phoneNbr=%C&userName=%AD&companyId=07037&enterpriseId=07037

and

can’t add URL without .com, .gov, etc.

:brain: Questions for the Forum

Can Zoom Contact Center’s Launch URL feature support changing the format of variables

Would a middleware proxy or Smart Embed app be the best practice for this type of integration?

Are there any upcoming enhancements to Launch URL or API hooks that could support changing variables for screen pops?

Can a local URL be added (one not going to .com, .gov, etc)

:white_check_mark: Goal

Enable Zoom Contact Center to trigger iVUE Connect’s screen pop using caller ID lookup and userName without manual intervention or unreliable workarounds. Any guidance, best practices, or examples from other integrations would be greatly appreciated.T

Thank you,

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@elisa.zoom HI Elisa, are there any Zoom Contact Center experts that can Help Anthony with these questions?

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Hi @Anthony9

For the first issue related to caller ID format, you can use a script widget in your Flow to format the phone number in the format required by the third party. To do this, you can take the value of the phone number from global_system.engagement.ANI and then use JavaScript to format it correctly. Store the correctly formatted number into a global custom variable. You’ll need to make sure that the global custom variable has the checkbox marked to allow it to be used in the Launch URL. Then you will be able to use this variable in the Launch URL configuration.

For the second issue, currently it is required that the Launch URL is configured to be an HTTPS URL with a fully qualified domain name.

Justin

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Thank you, I will try this.

Anthony

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