Setting up screen pops and CAD variables in Webex Contact Center

See also

Sources

1. 1
   On the Agent Desktop the incoming voice call popover displays a minimum of three and a maximum of six variables.

   Manage your calls in Agent Desktop · Incoming call popover / contact request · Checked 2026-09-30
2. 2
   A variable must have Agent Viewable set to True to be shown on the Agent Desktop.

   Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls (global variables step) · Checked 2026-09-30
3. 3
   The AgentAccepted event is triggered by the Queue To Agent activity when an agent answers an inbound call.

   Build and manage flows with Flow Designer · Event flows > AgentAccepted · Checked 2026-09-30
4. 4
   An agent can enter or paste at most 256 characters as the value of a CAD variable on the Agent Desktop.

   Manage your calls in Agent Desktop · Interaction Control pane > call-associated data · Checked 2026-09-30
5. 5
   Agents must accept the call request and be on an active call before they can access the CAD fields.

   Enter call-associated data variables in Webex Contact Center Desktop · Before you begin · Checked 2026-09-30
6. 6
   If several agents edit the same CAD variable at once, the value saved first is kept and the other agents are notified.

   Enter call-associated data variables in Webex Contact Center Desktop · Edit CAD variables procedure (concurrent edit note) · Checked 2026-09-30
7. 7
   When editing a date and time CAD variable, agents use the yyyy-mm-dd international format.

   Enter call-associated data variables in Webex Contact Center Desktop · Edit CAD variables procedure (date and time note) · Checked 2026-09-30
8. 8
   An agent edits a CAD variable by typing in the editable field during an active call and clicking Save; Revert restores the previously saved values.

   Enter call-associated data variables in Webex Contact Center Desktop · Edit CAD variables procedure · Checked 2026-09-30
9. 9
   In the Webex Connect Screen Pop node used for digital channels, only one URL is displayed and the Desktop tab is labelled Screen Pop.

   Screen Pop - WXCC · Screen Pop - WXCC (note) · Checked 2026-09-30
10. 10
    A reportable global variable shows up as a profile variable in a Customer Session Record (CSR) report in Analyzer, which can be used to confirm captured values.

    Configure a Reportable Global Variable to Capture the Digits Selected at a Menu Node · Verify · Checked 2026-09-30
11. 11
    Flow developers choose which system, global and local variables appear on the voice call request popover and the Interaction Control pane, set their display order, and customise the label shown on the Agent Desktop.

    Build and manage flows with Flow Designer · Desktop viewable variables · Checked 2026-09-30
12. 12
    The Dynamics 365 connector (Version 2) requires the Channel Integration Framework application to be installed before the connector.

    Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Prerequisites · Checked 2026-09-30
13. 13
    With the Dynamics 365 connector, the Screen Pop node in the Webex Contact Center flow can trigger a screen pop inside Microsoft Dynamics or in a separate window.

    Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Screen pop · Checked 2026-09-30
14. 14
    The Dynamics 365 connector's screenPopIncomingMode parameter sets what opens for incoming calls: customer, case, activity or disabled.

    Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Channel provider custom parameters · Checked 2026-09-30
15. 15
    The Dynamics 365 connector searches by ANI by default and can instead look up a CRM field from a Webex Contact Center CAD variable using the lookupFields and lookupVariable parameters.

    Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Channel provider custom parameters (lookup example) · Checked 2026-09-30
16. 16
    A routing flow is assigned to a telephony entry point in Control Hub under Customer experience > Channels, using the Routing Flow field and a Version Label that selects which version of the flow runs.

    Set up a channel in Webex Contact Center · Entry Point Settings > Routing Flow / Version Label · Checked 2026-09-30
17. 17
    A Flow Designer flow must be validated and its errors fixed before it can be published.

    Build and manage flows with Flow Designer · Validate and publish a flow · Checked 2026-09-30
18. 18
    Global variables are custom variables defined in Webex Contact Center in Control Hub that are accessible throughout a flow, used for example to hold caller-entered IVR data or agent-entered data.

    Manage global variables · Manage global variables (introduction) · Checked 2026-09-30
19. 19
    When a global variable is made agent viewable, its Desktop Label (maximum 50 characters) appears on the Desktop in place of the variable name.

    Manage global variables · Manage global variables > Desktop Settings > Make agent viewable / Desktop Label · Checked 2026-09-30
20. 20
    The Edit on Desktop toggle on a global variable lets the agent edit its value during the interaction, and edits made on the Desktop are available to the flow.

    Manage global variables · Manage global variables > Desktop Settings > Edit on Desktop · Checked 2026-09-30
21. 21
    A global variable name may use letters, numbers and underscores but no spaces, and may be up to 80 characters long of which only 50 are shown.

    Manage global variables · Manage global variables > Name field · Checked 2026-09-30
22. 22
    Global variables are managed in Control Hub under Services > Contact Center > Flows > Global Variables.

    Manage global variables · Manage global variables > procedure step 1 · Checked 2026-09-30
23. 23
    Global variables cannot be deleted; a global variable that is not used in any flow can be deactivated.

    Manage global variables · Manage global variables (note) · Checked 2026-09-30
24. 24
    Cisco instructs that secure data such as credit card numbers, personal identification numbers or social security numbers must never be stored in global variables.

    Manage global variables · Manage global variables (caution) · Checked 2026-09-30
25. 25
    At most 100 global variables can be enabled for reporting.

    Manage global variables · Manage global variables > Make Reportable · Checked 2026-09-30
26. 26
    Flow developers can add global variables to a flow, but a global variable in the main flow can only be mapped to a local variable in a subflow.

    Manage global variables · Manage global variables (introduction) · Checked 2026-09-30
27. 27
    A global variable's type cannot be edited after the variable is created.

    Manage global variables · Manage global variables > Variable Type field · Checked 2026-09-30
28. 28
    A global variable's type is one of Boolean, String (maximum 256 characters), Integer, Decimal or Date Time.

    Manage global variables · Manage global variables > Variable Type field · Checked 2026-09-30
29. 29
    Up to 30 variables can be added to the interaction panel, selected and ordered in the flow's Desktop Viewability & Order section.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls (interaction panel step) · Checked 2026-09-30
30. 30
    For the new digital channels, the Screen Pop is driven by the Desktop Layout and by the Screen Pop node in the Connect Flow Builder rather than by Flow Designer.

    Create custom desktop layout · Screen Pop · Checked 2026-09-30
31. 31
    In a custom desktop layout the Screen Pop can be configured as a custom page, as a widget within a custom page, or as a tab in the Auxiliary Information pane.

    Create custom desktop layout · Screen Pop · Checked 2026-09-30
32. 32
    For the voice channel, how a Screen Pop is displayed on the Desktop depends on the configuration in the Desktop Layout and on the Screen Pop activity defined in Flow Designer.

    Create custom desktop layout · Screen Pop · Checked 2026-09-30
33. 33
    Digits a caller selects at a Menu node are exposed in the output variable DigitsEntered, which a following Set Variable node can copy into a global variable.

    Configure a Reportable Global Variable to Capture the Digits Selected at a Menu Node · Configure > step 3 (SetVariable after Menu node) · Checked 2026-09-30
34. 34
    Flow Designer activity output variables are referenced with the activity label as prefix, in the form {{ActivityLabel.VariableName}}, so renaming an activity changes the name used downstream.inferred

    Build and manage flows with Flow Designer · Use variables and expressions / activity output variables · Checked 2026-09-30
35. 35
    Screen pops can be customised per agent, team, queue and customer by placing conditional or case logic before the Screen Pop activity.

    Design Delightful Customer Experiences with Webex Contact Center Flow Designer · section on Screen Pop · Checked 2026-09-30
36. 36
    When a Screen Pop is shown Inside Desktop or in the existing tab, data an agent has entered in the pop for one call is lost if the agent accepts a new call; New browser tab avoids this.

    Build and manage flows with Flow Designer · Flow activities > Screen Pop > Display Settings (note) · Checked 2026-09-30
37. 37
    In Webex Contact Center a Screen Pop is a window or dialog box that appears in the agent's Desktop when the agent answers a customer call.

    Build and manage flows with Flow Designer · Flow activities > Screen Pop · Checked 2026-09-30
38. 38
    The Screen Pop Desktop Label setting is a short custom display text that replaces the Screen Pop URL shown to the agent on the Desktop.

    Build and manage flows with Flow Designer · Flow activities > Screen Pop > URL Settings > Screen Pop Desktop Label · Checked 2026-09-30
39. 39
    The Screen Pop activity's Display Settings offer three options: New browser tab, Existing Screen Pop tab, and Inside Desktop.

    Build and manage flows with Flow Designer · Flow activities > Screen Pop > Display Settings · Checked 2026-09-30
40. 40
    The Flow Designer Screen Pop activity is placed in Event Flows and typically uses the AgentAccepted event; it becomes relevant only after an agent is involved in the interaction.

    Build and manage flows with Flow Designer · Flow activities > Screen Pop · Checked 2026-09-30
41. 41
    A Screen Pop configured as Inside Desktop is displayed as a tab in the Auxiliary Information pane of the Agent Desktop.

    Build and manage flows with Flow Designer · Flow activities > Screen Pop > Display Settings > Inside Desktop · Checked 2026-09-30
42. 42
    The Screen Pop activity takes a Screen Pop URL and optional query parameters added as attribute-value pairs, and flow variables are inserted with {{variable}} syntax such as {{NewContact.ANI}}.

    Build and manage flows with Flow Designer · Flow activities > Screen Pop > URL Settings · Checked 2026-09-30
43. 43
    Up to 6 variables can be added to the incoming popover, selected in the flow's Desktop Viewability & Order section.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls (incoming popover step) · Checked 2026-09-30
44. 44
    If secure variable values show as asterisks on the Agent Desktop, the agent selects Click to retry to view the values.

    Enter call-associated data variables in Webex Contact Center Desktop · Secure variables note · Checked 2026-09-30
45. 45
    Flow variables can be marked Secure, which prevents logging and storing of their values and masks them in the Flow Debugging pane, and secure variables can still be set Agent Viewable or Agent Editable.

    Build and manage flows with Flow Designer · Use variables and expressions (secure variables) · Checked 2026-09-30
46. 46
    A variable marked secure shows a Secure Variable icon beside its field name in the Agent Desktop interaction control pane.

    Manage your calls in Agent Desktop · Interaction Control pane > secure variables · Checked 2026-09-30
47. 47
    The Salesforce connector's Call Center customisations include Advanced Screen Pop Enabled, a CAD Variable Name holding the ID to search in the softphone layout, and Fallback to ANI to run the standard ANI-based pop if the CAD search fails.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Customize > Call Center configuration customizations > Table 5 Advanced Screen Pop Search Configuration · Checked 2026-09-30
48. 48
    With the Salesforce connector, the Screen Pop node in the Webex Contact Center flow can trigger a screen pop inside Salesforce or in a separate window.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Screen pop behaviour · Checked 2026-09-30
49. 49
    In the Salesforce connector (Version 2), screen pop is only available for inbound calls; for internal and outbound calls a search runs and results show in the connector but no screen is popped.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Screen pop behaviour · Checked 2026-09-30
50. 50
    The Salesforce connector (Version 2) requires a Lightning app and does not support Salesforce Classic, and the Call Center must have Use CTI API set to true.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Prerequisites / Configure Lightning app · Checked 2026-09-30
51. 51
    Salesforce connector CAD field mappings accept only a single CAD variable; combining several CAD variables or CAD variables with fixed text is not supported.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Screen Pop Settings For No Record Match (Table 7) and CAD mapping notes · Checked 2026-09-30
52. 52
    The 2023 TAC technote locates global variables under Provisioning > Global Variables in the older administration portal, which differs from the current Control Hub path, so its navigation should not be followed on a current tenant.inferred

    Configure a Reportable Global Variable to Capture the Digits Selected at a Menu Node · Configure > step 1 · Checked 2026-09-30
53. 53
    Flow variables marked agent viewable appear on the Agent Desktop, while those marked agent editable can also be modified on the Desktop.

    Design Delightful Customer Experiences with Webex Contact Center Flow Designer · section on variables and Agent Desktop · Checked 2026-09-30
54. 54
    An entry point is the association of an inbound telephone number with an IVR service flow in Webex Contact Center.

    Set up voice channels for Webex Contact Center · Entry points section · Checked 2026-09-30
55. 55
    An inbound telephony entry point is assigned its routing flow from a drop-down list in the entry point settings.

    Set up a channel · Entry Point Settings, Routing flow · Checked 2026-09-30
56. 56
    The panel section defines the Auxiliary Information pane as md-tabs, whose predefined tabs are Contact History, IVR Transcript, Customer Experience Journey and Screen Pop, and custom tabs can be added, reordered or removed.

    Create custom desktop layout · Auxiliary Information Pane · Checked 2026-09-30
57. 57
    Teams and desktop layouts are linked bi-directionally, so a change made from either side is reflected in both and can appear in the other's audit log entries.

    Manage teams in Webex Contact Center · Create a team, note on desktop layout · Checked 2026-09-30
58. 58
    The CIF searchAndOpenRecords method searches for a record from the communication widget during inbound communication and opens it, which is CIF's screen-pop primitive.

    searchAndOpenRecords (JavaScript API Reference) for Dynamics 365 Channel Integration Framework 1.0 · opening description and Syntax section · Checked 2026-10-01

Documents

Cite this page

WarmTransfer. (2026, October 1). Setting up screen pops and CAD variables in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-screen-pop-setup

@misc{warmtransfer-wxcc-screen-pop-setup,
  title  = {Setting up screen pops and CAD variables in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-screen-pop-setup},
  note   = {Verified 2026-10-01}
}