Screen Pop Overview

Screen Pop States:

  • Establish Connection
  • Waiting
  • Ringing
  • In Call
  • Call Ended

Screen Shot 2020-05-08 at 12.59.11 PM

Screen Pop Sequence:

Step 1: A call comes in to the phone number. 

Step 2: phone number in Mango sends a Webhook that an extension is ringing and the DID

Step 3: screen pop receives notification, opens the window, sends the request to the server to lookup customer by DID

Step 4: User answers the call

Step 5: Mango sends call answered webhook event

Step 5: Screen pop received Answered event, changes window as appropriate

Step 6: user writes in notes during InCall phase

Step 7: user hangs up the phone

Step 8: Mango sends call ended event through webhook. 

Step 9: Screen pop receives Hangup Event. Changes window appropriately.

Step 10: User enters Notes / Actions to perform on the system into Screen pop and submits changes to the system

Step 11: Screen pop enters Waiting state

Screen Shot 2020-05-08 at 1.05.30 PM

The following are considerations to take when implementing screen pop on YourServer :

  • How to maintain consistent Websocket connection 
  • How to handle reconnection states for connectivity problems
  • How to handle multiple callers at the same time
  • How to handle internal calls
  • How to handle new DID
  • How to handle system-specific information between Screenpop and YourServer (handle between screen pop and server or API)