Screen Pops with HUD/CCE
Submitted by needlz on Mon, 12/10/2007 - 11:23am.
I upgraded to CCE on Friday to take advantage of the screen pop feature in HUD. It unfortunately does not seem to spawn a new browser on every call. In the HUD settings I have my Inbound Calls set to auto-launch page along with our sugar crm search URL + %%caller_number%%. I have only been able to successfully see 1 screen pop during testing. Does it only do screen pops on unique calls made in a certain time window? I'd like to see this working before I roll it out to the sales folks.
thanks.
Are you using this on internal calls?
Mon, 12/10/2007 - 6:39pm
Hey Needlz,
We use this extensively within the support call center at Fonality. One thing to note is that the HUD launcher will not work on internal -> internal calls. So be sure to test out when dialing into the system from an outside number (like your cell phone).
Let me know if that doesn't solve your problem.
Thanks!
Mike
I am trying to get this
Tue, 02/19/2008 - 7:53pm
I am trying to get this working but I can't figure it out. I have HUD popping open a new IE window but it always goes to the login page for sugarcrm instead of remembering/knowing that I am already logged in via an existing browser instance; when I then log in it does not go to the lookup, instead it goes to the login page. It appears that because IE is opening in a new window, any existing login information is lost and therefore sugarcrm returns the login page. I have tried to force IE to open in an existing browser instance and I have also looked into LDAP integration and SOAP but these options don't appear to be an alternative for this scenario. All I want is for HUD to open IE (or any browser) to a sugarcrm lookup via phone number as it is implied that it should easily do. I am running sugarcrm ce 5.0.0.b. Any help would be appreciated.
BTW - I did open a support ticket for this first but I was quickly informed that Fonality support "cannot provide specific support beyond the launching of the URLs themselves".
Thanks in advance,
Kevin
Hi Callinectes,
Are you able
Wed, 02/20/2008 - 6:05pm
Hi Callinectes,
Are you able to get the URL to process the phone number when not using the HUD launcher, but simply pasting the URL into the browser window? I believe there may be a problem with the URL being passed. Can you PM me with a URL that is popped up from your HUD client?
You may also want to check on the SugarCRM forums or technical support.
Thanks,
Jeff,
Thanks for your
Wed, 02/20/2008 - 6:44pm
Jeff,
Thanks for your further attention on this. If I take the URL that is sent to the new browser window (which is not working) and use it in an existing instance of IE that is logged into sugar it does take me to the lookup page like I want it to. I have searched the sugar forums, wiki, and any other information available on the sugar site. I have searched for numerous different terms relating to logging into the system automatically and the closest I've come is SOAP and LDAP, but they dont seem quite right and overcomplicated for what I'm trying to do. I have tried this on a Vista machine and a XP Pro machine, both with the same results. I guess my next attempt will be on an XP machine with IE6 or Firefox unless you can offer any other advice. It seems like what I need is new windows to open with existing login information in tact (wrong terminology) or to open in an existing window.
Kevin
This is IE only...
Mon, 03/31/2008 - 8:57pm
Hi Kevin,
You'll find that this problem only occurs with IE6+. The problem is that IE creates a new process each time you launch the browser (by clicking the icon or your desktop, clicking a url saved on the desktop, or launching through an external app such as HUD), and these separate processes generally don't share session information. Firefox & Opera don't have the same issues because there is only ever 1 process run and so the session information is available to all windows/tabs.
As a workaround, you can either:
1. Use Firefox :)
2. If you have access to the PHP configuration on your SugarCRM server then you can edit the php.ini file and change the value of "session.cookie_lifetime" from 0 to 7200. 0 means that the session is valid until the browser window is closed. 7200 forces the cookie to live for 2 hours and be valid in all browser instances. Before doing this, consider the security implications - closing the browser will *not* log you out of Sugar.
Hope this helps,
Rick
Member Since:
2007-10-05