Pop-up for Web Phone and IP Phone devices
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Table of Contents
During a call, agents can add notes for that call on a Pop-up. The pop-up will be hidden in the “View Popup” button and only appear when that button is clicked. This Pop-up can also be minimized to allow users to do other things while handling the call. The Pop-up is only available for users who receive the call after picking it up.
"Finish” button in the popup:
- This button is only clickable when the call is hung up.
- The auto-countdown will happen according to the predefined wrap up time.
- Once users click this button, the ACW (After Call Work) state will be cleared.
Minimize Pop-up to the Call Button
- If the user enables popup, the call button will become the “View Popup” button when the user state is "Talking/ACW."
- If they click “End ACW” without submitting a note, the system will automatically save whatever the user has entered in the note.
When the user state is Talking:
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/10/674b2ee3-778d-4e62-b7f6-fc32767505f5/13092c58-7c7c-433d-87f5-ecb8d0323f81.png)
When the user state is ACW (After Call Work):
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/10/adff23ba-1d84-4b27-99c6-3bf975f45aef/d8b25ec8-67d9-4e30-a679-729dbc1bf4af.png)
Incoming Call
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/12/36adcc9b-5674-407b-9b81-f35dffd3b829/e81750c4-8c73-4e4c-9249-a3742c299ecf.png)
Callback Call
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/12/a26a524b-99f3-46b2-8715-cad6bcf3be5b/c7ba8a2a-e756-4cd7-b27c-afaea84e3c61.png)
Campaign Call
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/12/a42d1dbf-093d-4a1a-bd6b-c89bd13ea0b7/57512b27-971c-480a-9880-fc23b2482be1.png)
Incoming Call - WebPhone
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/10/648aed7c-5e58-40ed-b967-712e59e7d81a/3e4e9712-6bbc-45e3-aed5-fd8f81208c8e.png)
Note:
- The Answer Script and the Agent Note will only be visible if enabled.
- Learn more about user states on the Web phone.