Set Up Pop-Up Windows

You must enable pop-up windows so that when an agent receives an incoming call, a window appears in CX for Utilities applications. The agent can answer the call from this window. For additional information, see:

• The Fusion Service library in the Oracle Help Center

• How do I configure screen pop pages? in Oracle Fusion Service Questions and Answers

Before you complete the task below, you must disable the predefined lookup record with the application classification set to ADVANCED CUSTOMER CARE.

Complete these steps to set up pop-up windows for Customer Experience for Utilities:

1. Log in to the application as an administrator.

2. Go to the Setup and Maintenance work area.

3. Search for Manage Screen Pop Configuration.

4. Click Lookup Filters on the Screen Pop Configuration page.

5. Go to the row corresponding to LOOKUPSET and click the duplicate button.

6. Click Confirm to create a duplicate entry.

7. Add the following:

   • Name: CX4ULOOKUPSET

   • Application Classification: ADVANCED CUSTOMER CARE

   • Active: Checked

   • Description: LookupSet for CX for Utilities Agent Service

8. Verify that contact filters are available under CX4ULOOKUPSET:FILTERS.

9. If they are not available, add them manually.

10. Click Save or Save and Close.

Available Predefined Tokens

Predefined tokens are available in the Tokens section of the Manage Screen Pop Configuration page.

Page	Token
Utilities Service Dashboard	SVCMCA_UTILITIES_SERVICE_DASHBOARD