Set Up Call Popup for Cloud Voice App UC Clients

Call popup is a lightweight way to tie the Cloud Voice App to a web-based business tool such as a CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) system. You supply a custom URL, and when a call comes in the app opens that URL in the browser so the user sees the matching contact record. As an administrator you can turn this on for an extension user’s desktop or web app, and the configuration is pushed to their app automatically.

Note

Users can also manage this themselves. In the desktop or web app, they open Preferences > Features > Call Popup, and any change they make there syncs back to the PBX (Private Branch Exchange, the phone system that Cloud Voice runs on).

Requirements and limitations

Call popup only works while the user is signed in to the Cloud Voice App on desktop or web. It is not available when no such client is logged in.

Before you configure it, confirm the following.

Requirement	Detail
PBX server	Version 84.21.0.16 or later.
Third-party application	Must be web-based and able to serve a URL that identifies a caller by Caller ID and Caller ID Name.

Set up call popup

You can apply these settings to several extensions at once, or configure a single extension on its own.

Tip

Configure one extension first and confirm the popup opens the right contact record before you roll the same URL out to the whole team. Fixing a typo in the URL or a variable is much easier on one extension than on many.

1. Sign in to the PBX web portal and open Extension and Trunk > Extension.

2. Select the checkbox next to each extension you want to change, then select Edit.

3. Open the Cloud Voice App tab. For the client you want to configure, select Bulk Edit and Open Contact URL Using Custom Popup URL.

   

4. Configure the popup using the fields below.

   Setting	Description
   Popup URL	Enter the third-party URL, followed by any variables you want to pass to it (see the variable list below this table).
   Communication Type	Choose which calls trigger the popup: Inbound for calls from external callers, Internal for calls from colleagues.
   Popup Method	Choose how the contact page opens, automatically or manually (see below).

   Append any of these variables to the URL to pass call details through to the target page. Type each variable exactly as shown, including the double braces and the leading dot: the PBX swaps them for the real call values when the call arrives.

   Variable	Value
   {{.CallerNumber}}	Incoming Caller ID (the caller’s number).
   {{.CallerDisplayName}}	Incoming Caller ID Name (the caller’s display name).
   {{.DIDNumber}}	DID number, inbound calls only.
   {{.DIDName}}	DID name, inbound calls only.
   {{.StartTime}}	Time the call started.

   Note

   DID (Direct Inward Dialing) is the public phone number the outside caller dialed to reach your business. The DID variables are populated only on inbound calls, so leave them out of a URL meant for internal calls.

   For example, a Solve360 CRM URL might look like https://web/solve.360.com/{{.CallerNumber}}&{{.CallerDisplayName}}.

   Popup Method has two options:

   • Automatically: The app opens the contact page on its own for incoming calls. Select Automatically (Only for Incoming Calls), then use the Trigger Event drop-down to choose when it fires: Ringing (the call arrives), Answered (the call is picked up), or Call End (the call finishes).

     

   • Manually: The user opens the contact page themselves during a call. Select Manually.

     

5. Select Save.

Result

• With automatic popup configured, an incoming call opens the contact page in the browser at the trigger event you chose, showing the matching customer details.

• With manual popup configured, the user selects the CRM label in the call window to open the contact page during the call.

  

Caution

The first time a user relies on automatic popup, they must allow pop-ups and redirects in their browser. Otherwise the page cannot open on its own.