CTI screen pop to same window?

[Tim Deniston]

A client is utilizing a CTI integration with an Avaya softphone in their service desk. They would like each successive screen pop/CTI push to utilize the same window (or open a new window and close the previous one quickly). Currently, they use Internet Explorer 11 with the Internet Options > Tabs > Open links from other programs in setting as The current tab or window. This results in a new tab opening each time a screen pop occurs.

The softphone is essentially calling iexplore.exe https://instance.service-now.com/nav_to.do?uri=cti.do.... We can get it to utilize the top tab/window, but that becomes a problem when ServiceNow is not the top tab/window.

Has anyone done anything like this? If so, what was your experience and how did you resolve it?

I created a HI ticket to see if any other customers had done anything like this and they weren't able to help.

Another internal application is using some client-side techniques which I tried to implement in a global UI Script. This technique works without deep linking (...nav_to.do?uri=...) but breaks when utilizing deep-linking. Basically, this is what I tried to do:

var url = window.location.href;
var newwindow = window.open(url, 'CTIPop');
newwindow.focus();
window.open('', '_self', '');
window.close();

There are some extra lines in there to account for old versions of IE, etc., but you get the gist.

I understand there are many hurdles with this:

• The windows open before ServiceNow itself is actually called.
• ServiceNow is not behaving incorrectly... it is operating as designed. We just want it to behave differently.
• Utilizing client-side techniques (DOM/BOM) would not be supported and could break in future releases.
• The workaround is simple (just close the old window manually).

[Tim Deniston]

Anyone have an idea on this one?