# Setting up screen pops and CAD variables in Webex Contact Center

For Webex Contact Center administrators and flow developers configuring call-associated data and screen pops for inbound voice.

Canonical: https://warmtransfer.net/guides/wxcc-screen-pop-setup

Last verified: 2026-10-01

Global variables in Webex Contact Center hold call-associated data (CAD) across a routing flow, allowing caller-entered IVR inputs or external values to appear on the Agent Desktop[^18]. A Screen Pop presents a window or dialog box in the Agent Desktop when an agent answers a customer call[^37].

## Before you start

- Confirm access to Cisco Webex Control Hub with administrative permissions for Contact Center[^22].
- Ensure an inbound telephony entry point and working routing flow are configured[^54][^55].
- For digital channels, note that screen pops are driven by the Desktop Layout and the Screen Pop node in Connect Flow Builder rather than Flow Designer[^30].

## What changes by situation

- What should open when the agent answers? A web page or custom CRM URL opened by Flow Designer; A Salesforce record popped by the Webex Contact Center Salesforce connector; A Microsoft Dynamics 365 record popped by the CRM connector for Dynamics 365; No pop; display CAD variables on the Desktop only.
- Should agents be able to edit any of the variables? Agents view variables but cannot modify them; Agents can modify designated variables on the Desktop.
- Does the IVR collect data from the caller that the agent should see? Yes; collect caller input such as digits in the flow; No; variables come from system data or external lookups.

## Step 1: Inventory variables and field restrictions

### Do
Plan the incoming call popover to contain no more than 6 variables[^43], and the interaction panel to contain no more than 30 variables[^29]. Select one valid data type for each global variable: Boolean, String (up to 256 characters), Integer, Decimal, or Date Time[^28]. Cisco instructs that secure data such as credit card numbers, personal identification numbers, or social security numbers must never be stored in global variables[^24].

### Verify
Suggested check: Verify that the popover list has no more than the allowable count of variables, the interaction panel list has no more than the maximum permitted, and no payment or identity secrets are planned as global variables.

### Rollback
Suggested rollback: Clear the planned variable list before configuring resources in Control Hub.

## Step 2: Create the global variables in Control Hub

**Agents view variables but cannot modify them**

### Do
Navigate to Services > Contact Center > Flows > Global Variables in Control Hub[^22]. Create each variable using letters, numbers, and underscores with no spaces, up to 80 characters long[^21]. Select the variable type carefully, as the type cannot be edited after creation[^27]. Turn on Make Reportable if the variable is needed in reporting, noting that at most 100 global variables can be enabled for reporting[^25]. Turn on Make agent viewable and enter a Desktop Label up to 50 characters to replace the variable name on the Desktop[^19].

### Verify
Suggested check: Open the Global Variables list in Control Hub and verify each variable displays the configured type and Desktop Label with Edit on Desktop disabled.

### Rollback
Deactivate any unused variable that is not referenced in a flow, noting that global variables cannot be deleted[^23].

**Agents can modify designated variables on the Desktop**

### Do
Navigate to Services > Contact Center > Flows > Global Variables in Control Hub[^22]. Create each variable using letters, numbers, and underscores with no spaces, up to 80 characters long[^21]. Select the variable type carefully, as the type cannot be edited after creation[^27]. Turn on Make Reportable if reporting is required, staying within the maximum of 100 reportable variables[^25]. Turn on Make agent viewable and set a Desktop Label up to 50 characters[^19]. On fields agents must update, turn on Edit on Desktop to allow edits during interactions to be available to the flow[^20].

### Verify
Suggested check: Verify in the Global Variables table that only the intended variables have Edit on Desktop enabled.

### Rollback
Turn off Edit on Desktop for the affected variables, or deactivate unused variables that are not referenced in flows[^23].

## Step 3: Add variables to the flow and configure desktop visibility

**Agents view variables but cannot modify them**

### Do
In Flow Designer, add the global variables to the routing flow, noting that a global variable in a main flow can only be mapped to a local variable in a subflow[^26]. For each flow variable that agents must see, set Agent Viewable to True[^2][^53].

### Verify
Suggested check: Check the variable properties in Flow Designer to ensure Agent Viewable is set to True and no variable is marked editable.

### Rollback
Suggested rollback: Set Agent Viewable to False on the local flow variables or remove unneeded variable mappings from the flow.

**Agents can modify designated variables on the Desktop**

### Do
In Flow Designer, add the global variables to the routing flow, observing that a global variable in a main flow can only be mapped to a local variable in a subflow[^26]. Set Agent Viewable to True for variables agents should see, and mark the variables agents may modify as agent editable[^2][^53].

### Verify
Suggested check: Verify in Flow Designer that viewable and editable flags match the designated list of editable fields.

### Rollback
Suggested rollback: Clear the editable setting on the variables in Flow Designer to revert them to view-only.

## Step 4: Populate caller data into variables

**Yes; collect caller input such as digits in the flow**

### Do
In Flow Designer, place a Set Variable activity immediately following the Menu activity[^33]. Configure the Set Variable activity to copy the DigitsEntered output variable from the Menu activity into your target global variable[^33].

### Verify
Suggested check: Validate the flow and confirm no unresolved variable mappings exist between the Menu activity and the Set Variable activity[^17].

### Rollback
Suggested rollback: Delete the Set Variable activity from the flow canvas and reconnect the flow branch directly to subsequent activities.

**No; variables come from system data or external lookups**

### Do
### Verify
Suggested check: Confirm that no Menu or digit-collection output variable mappings are configured for agent display.

### Rollback
Suggested rollback: No configuration rollback is required for this step.

## Step 5: Configure Desktop Viewability & Order

### Do
In Flow Designer, open the Desktop Viewability & Order section[^29][^43]. Select up to 6 variables to display in the incoming popover[^43]. Select and order up to 30 variables for display in the interaction panel[^29].

### Verify
Suggested check: Verify that the incoming popover selection meets variable limits and the interaction panel order matches your planned inventory.

### Rollback
Suggested rollback: Clear or adjust variable selections in Desktop Viewability & Order.

## Step 6: Configure the screen pop action

**A web page or custom CRM URL opened by Flow Designer**

### Do
In Flow Designer, open Event Flows and locate the AgentAccepted event, which is triggered by the Queue To Agent activity when an agent answers an inbound call[^3][^40]. Add a Screen Pop activity under AgentAccepted[^40]. Enter the Screen Pop URL, appending query parameters as attribute-value pairs using double curly brackets such as {{NewContact.ANI}}[^42]. Enter a Screen Pop Desktop Label to show custom text in place of the raw URL[^38]. Under Display Settings, choose New browser tab, Existing Screen Pop tab, or Inside Desktop[^39]. If agents type into the popped page, choose New browser tab to avoid losing entered data when a new call is accepted[^36]. Conditional or case logic can be placed before the Screen Pop activity to customize pops by queue, team, or customer[^35].

### Verify
Suggested check: Inspect the AgentAccepted event flow to confirm the Screen Pop activity is linked with the configured URL parameters and label.

### Rollback
Suggested rollback: Remove the Screen Pop activity from the AgentAccepted event flow and save the flow.

**A Salesforce record popped by the Webex Contact Center Salesforce connector**

### Do
Ensure the Salesforce connector Version 2 is installed in a Lightning app, noting that Salesforce Classic is not supported and the Call Center configuration must have Use CTI API set to true[^50]. Under the Call Center configuration customizations, enable Advanced Screen Pop Enabled, specify the CAD Variable Name holding the record ID to search in the softphone layout, and configure Fallback to ANI[^47]. Map only a single CAD variable per field, as combining variables or using fixed text is not supported[^51]. In Flow Designer, use the Screen Pop node if you need to pop inside Salesforce or in a separate window[^48].

### Verify
Suggested check: Place a test inbound call, noting that screen pop is available only for inbound calls while outbound and internal calls execute searches without popping a screen[^49].

### Rollback
Disable Advanced Screen Pop Enabled in the Salesforce Call Center configuration customizations to return to standard ANI screen pops[^47].

**A Microsoft Dynamics 365 record popped by the CRM connector for Dynamics 365**

### Do
Verify that the Channel Integration Framework application is installed before the Dynamics 365 connector (Version 2)[^12]. In the channel provider custom parameters, configure screenPopIncomingMode to customer, case, activity, or disabled[^14]. To look up a CRM field from a CAD variable instead of using the default ANI search, set the lookupFields and lookupVariable parameters[^15]. If popping from the flow, use the Screen Pop node to trigger a pop inside Dynamics or in a separate window[^13].

### Verify
Suggested check: Place a test inbound call and verify that the record corresponding to the screenPopIncomingMode setting opens.

### Rollback
Set screenPopIncomingMode to disabled in the channel provider custom parameters[^14].

**No pop; display CAD variables on the Desktop only**

### Do
### Verify
Suggested check: Verify that Event Flows contains no Screen Pop activity.

### Rollback
Suggested rollback: No rollback is necessary.

## Step 7: Configure desktop layout display

**A web page or custom CRM URL opened by Flow Designer**

### Do
For voice calls, confirm your Desktop Layout supports the Screen Pop activity defined in Flow Designer[^32]. If Inside Desktop was selected, the pop displays as a tab in the Auxiliary Information pane[^41]. In custom desktop layouts, ensure the Screen Pop is configured as a custom page, a widget within a custom page, or a tab in the Auxiliary Information pane[^31].

### Verify
Suggested check: Review the layout assigned to the agent team to confirm the Screen Pop tab or widget component exists[^56].

### Rollback
Suggested rollback: Reassign the previous desktop layout to the agent team in Control Hub[^57].

**A Salesforce record popped by the Webex Contact Center Salesforce connector**

### Do
### Verify
Suggested check: Verify that the Salesforce softphone layout handles the record pop independently of the Webex desktop layout.

### Rollback
Suggested rollback: No desktop layout rollback is required.

**A Microsoft Dynamics 365 record popped by the CRM connector for Dynamics 365**

### Do
### Verify
Suggested check: Confirm the Dynamics CIF communication panel handles the record search and display[^58].

### Rollback
Suggested rollback: No desktop layout rollback is required.

**No pop; display CAD variables on the Desktop only**

### Do
### Verify
Suggested check: Ensure the layout presents the standard interaction pane without custom pop tabs.

### Rollback
Suggested rollback: No rollback is required.

## Step 8: Validate, publish, and assign the flow

### Do
In Flow Designer, validate the flow and resolve any reported errors, then publish[^17]. In Control Hub, navigate to Customer experience > Channels, select the telephony entry point, and update the Routing Flow and Version Label to point to the published version[^16].

### Verify
Suggested check: Check the entry point settings in Control Hub to confirm the Version Label matches the newly published flow version[^16].

### Rollback
Set the entry point Version Label back to the previous stable flow version in Control Hub[^16].

## Step 9: Verify variables and pop behavior on Agent Desktop

### Do
On call arrival, verify that the incoming voice popover displays between three and six variables[^1]. Accept the call to make it active, as CAD fields are accessible only on an active call[^5]. In the interaction pane, observe any secure variable marked with a Secure Variable icon[^46]. If secure variable values appear as asterisks, select Click to retry to display them[^44]. Test modifying editable CAD fields up to the 256-character limit, using the yyyy-mm-dd format for date and time fields, then click Save or Revert[^4][^7][^8].

### Verify
Suggested check: Confirm that CAD labels and values match the flow configuration and that any concurrent edit keeps the first saved value while notifying other agents[^6].

### Rollback
Revert the entry point Version Label in Control Hub to the prior release if desktop behavior does not match expectations[^16].

## Step 10: Confirm reportable variables in Analyzer

### Do
After concluding the test interaction, open Analyzer and generate a Customer Session Record (CSR) report[^10]. Look for the reportable global variable under profile variables to verify data capture[^10].

### Verify
Suggested check: Verify that the exact string or digit values submitted during the test call appear in the CSR report columns.

### Rollback
If reporting is not required, edit the variable in Control Hub under Global Variables and turn off Make Reportable to stay within the 100 reportable variable limit[^25].

## Applicability

Applies to: Cisco Webex Contact Center Agent Desktop, Cisco Webex Contact Center, Cisco Webex Contact Center CRM connector for Microsoft Dynamics 365, Cisco Webex Contact Center Salesforce connector, and Microsoft Dynamics 365 Channel Integration Framework. Deployments: multi-tenant. Sources checked 2026-10-01.

## What remains uncertain

- Limits on URL length and query-parameter encoding inside the Flow Designer Screen Pop activity are not covered by the sources below.
- How browser pop-up blockers interact with the New browser tab display setting is not covered by the sources below.
- Whether updating CAD variables from custom widgets via the Desktop JavaScript SDK is supported is not covered by the sources below.
- Whether marking a variable Secure satisfies specific compliance standards such as PCI DSS is not covered by the sources below.

## Sources

[^1]: On the Agent Desktop the incoming voice call popover displays a minimum of three and a maximum of six variables. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Incoming call popover / contact request. Checked 2026-09-30.
[^2]: A variable must have Agent Viewable set to True to be shown on the Agent Desktop. Source: [Configure Voice Outbound Campaign Modes in Webex Contact Center](https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center), Steps to configure outbound campaign calls (global variables step). Checked 2026-09-30.
[^3]: The AgentAccepted event is triggered by the Queue To Agent activity when an agent answers an inbound call. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Event flows > AgentAccepted. Checked 2026-09-30.
[^4]: An agent can enter or paste at most 256 characters as the value of a CAD variable on the Agent Desktop. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Interaction Control pane > call-associated data. Checked 2026-09-30.
[^5]: Agents must accept the call request and be on an active call before they can access the CAD fields. Source: [Enter call-associated data variables in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n9mjxwd/Enter-call-associated-data-variables-in-Webex-Contact-Center-Desktop), Before you begin. Checked 2026-09-30.
[^6]: If several agents edit the same CAD variable at once, the value saved first is kept and the other agents are notified. Source: [Enter call-associated data variables in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n9mjxwd/Enter-call-associated-data-variables-in-Webex-Contact-Center-Desktop), Edit CAD variables procedure (concurrent edit note). Checked 2026-09-30.
[^7]: When editing a date and time CAD variable, agents use the yyyy-mm-dd international format. Source: [Enter call-associated data variables in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n9mjxwd/Enter-call-associated-data-variables-in-Webex-Contact-Center-Desktop), Edit CAD variables procedure (date and time note). Checked 2026-09-30.
[^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. Source: [Enter call-associated data variables in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n9mjxwd/Enter-call-associated-data-variables-in-Webex-Contact-Center-Desktop), Edit CAD variables procedure. Checked 2026-09-30.
[^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. Source: [Screen Pop - WXCC](https://help.webexconnect.io/docs/wxcc-screen-pop), Screen Pop - WXCC (note). Checked 2026-09-30.
[^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. Source: [Configure a Reportable Global Variable to Capture the Digits Selected at a Menu Node](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220470-configure-a-reportable-global-variable-t.html), Verify. Checked 2026-09-30.
[^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. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Desktop viewable variables. Checked 2026-09-30.
[^12]: The Dynamics 365 connector (Version 2) requires the Channel Integration Framework application to be installed before the connector. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), Prerequisites. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), Screen pop. Checked 2026-09-30.
[^14]: The Dynamics 365 connector's screenPopIncomingMode parameter sets what opens for incoming calls: customer, case, activity or disabled. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), Channel provider custom parameters. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)](https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)), Channel provider custom parameters (lookup example). Checked 2026-09-30.
[^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. Source: [Set up a channel in Webex Contact Center](https://help.webex.com/en-us/article/ewuay1), Entry Point Settings > Routing Flow / Version Label. Checked 2026-09-30.
[^17]: A Flow Designer flow must be validated and its errors fixed before it can be published. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Validate and publish a flow. Checked 2026-09-30.
[^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. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables (introduction). Checked 2026-09-30.
[^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. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Desktop Settings > Make agent viewable / Desktop Label. Checked 2026-09-30.
[^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. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Desktop Settings > Edit on Desktop. Checked 2026-09-30.
[^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. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Name field. Checked 2026-09-30.
[^22]: Global variables are managed in Control Hub under Services > Contact Center > Flows > Global Variables. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > procedure step 1. Checked 2026-09-30.
[^23]: Global variables cannot be deleted; a global variable that is not used in any flow can be deactivated. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables (note). Checked 2026-09-30.
[^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. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables (caution). Checked 2026-09-30.
[^25]: At most 100 global variables can be enabled for reporting. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Make Reportable. Checked 2026-09-30.
[^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. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables (introduction). Checked 2026-09-30.
[^27]: A global variable's type cannot be edited after the variable is created. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Variable Type field. Checked 2026-09-30.
[^28]: A global variable's type is one of Boolean, String (maximum 256 characters), Integer, Decimal or Date Time. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Variable Type field. Checked 2026-09-30.
[^29]: Up to 30 variables can be added to the interaction panel, selected and ordered in the flow's Desktop Viewability & Order section. Source: [Configure Voice Outbound Campaign Modes in Webex Contact Center](https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center), Steps to configure outbound campaign calls (interaction panel step). Checked 2026-09-30.
[^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. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-custom-desktop-layout), Screen Pop. Checked 2026-09-30.
[^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. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-custom-desktop-layout), Screen Pop. Checked 2026-09-30.
[^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. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-custom-desktop-layout), Screen Pop. Checked 2026-09-30.
[^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. Source: [Configure a Reportable Global Variable to Capture the Digits Selected at a Menu Node](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220470-configure-a-reportable-global-variable-t.html), Configure > step 3 (SetVariable after Menu node). Checked 2026-09-30.
[^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). Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Use variables and expressions / activity output variables. Checked 2026-09-30.
[^35]: Screen pops can be customised per agent, team, queue and customer by placing conditional or case logic before the Screen Pop activity. Source: [Design Delightful Customer Experiences with Webex Contact Center Flow Designer](https://developer.webex.com/blog/design-delightful-customer-experiences-with-webex-contact-center-flow-designer), section on Screen Pop. Checked 2026-09-30.
[^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. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow activities > Screen Pop > Display Settings (note). Checked 2026-09-30.
[^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. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow activities > Screen Pop. Checked 2026-09-30.
[^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. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow activities > Screen Pop > URL Settings > Screen Pop Desktop Label. Checked 2026-09-30.
[^39]: The Screen Pop activity's Display Settings offer three options: New browser tab, Existing Screen Pop tab, and Inside Desktop. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow activities > Screen Pop > Display Settings. Checked 2026-09-30.
[^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. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow activities > Screen Pop. Checked 2026-09-30.
[^41]: A Screen Pop configured as Inside Desktop is displayed as a tab in the Auxiliary Information pane of the Agent Desktop. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow activities > Screen Pop > Display Settings > Inside Desktop. Checked 2026-09-30.
[^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}}. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow activities > Screen Pop > URL Settings. Checked 2026-09-30.
[^43]: Up to 6 variables can be added to the incoming popover, selected in the flow's Desktop Viewability & Order section. Source: [Configure Voice Outbound Campaign Modes in Webex Contact Center](https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center), Steps to configure outbound campaign calls (incoming popover step). Checked 2026-09-30.
[^44]: If secure variable values show as asterisks on the Agent Desktop, the agent selects Click to retry to view the values. Source: [Enter call-associated data variables in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n9mjxwd/Enter-call-associated-data-variables-in-Webex-Contact-Center-Desktop), Secure variables note. Checked 2026-09-30.
[^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. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Use variables and expressions (secure variables). Checked 2026-09-30.
[^46]: A variable marked secure shows a Secure Variable icon beside its field name in the Agent Desktop interaction control pane. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Interaction Control pane > secure variables. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/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]: 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. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Screen pop behaviour. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Screen pop behaviour. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Prerequisites / Configure Lightning app. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/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]: 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). Source: [Configure a Reportable Global Variable to Capture the Digits Selected at a Menu Node](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220470-configure-a-reportable-global-variable-t.html), Configure > step 1. Checked 2026-09-30.
[^53]: Flow variables marked agent viewable appear on the Agent Desktop, while those marked agent editable can also be modified on the Desktop. Source: [Design Delightful Customer Experiences with Webex Contact Center Flow Designer](https://developer.webex.com/blog/design-delightful-customer-experiences-with-webex-contact-center-flow-designer), section on variables and Agent Desktop. Checked 2026-09-30.
[^54]: An entry point is the association of an inbound telephone number with an IVR service flow in Webex Contact Center. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/Set-Up-Voice-Channel-for-Webex-Contact-Center), Entry points section. Checked 2026-09-30.
[^55]: An inbound telephony entry point is assigned its routing flow from a drop-down list in the entry point settings. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Entry Point Settings, Routing flow. Checked 2026-09-30.
[^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. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-a-custom-Desktop-layout), Auxiliary Information Pane. Checked 2026-09-30.
[^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. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Create a team, note on desktop layout. Checked 2026-09-30.
[^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. Source: [searchAndOpenRecords (JavaScript API Reference) for Dynamics 365 Channel Integration Framework 1.0](https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/v1/develop/reference/microsoft-ciframework/searchandopenrecords), opening description and Syntax section. Checked 2026-10-01.