‎Call Controls Pop-up: Behavior, Accessibility and Multi-session Support

Call Controls Pop-up: Behavior, Accessibility and Multi-session Support

Updated

2 days ago

The Pop‑ups appear when supervisors take actions such as transferring, conferencing, recording, or adjusting audio during a live interaction. These pop‑ups provide quick access to essential call functions without leaving the main interface.

The Pop-up detaches the Call Control window from the main application window, creating a separate, movable window where you can continue using all the call functions such as add, transfer, and manage calls while working on other tasks on your computer.

Pop‑ups open automatically when you use call‑related actions.

When Call Control Pop‑ups Appear

You may see Call Controls pop‑ups when performing the following actions:

Dialpad — Enter digits or send tones.
Transfer dialog — Transfer the call to another agent, queue, or external number.
Conference dialog — Add another participant to create a multi‑party call.
Recording dialog — Start or stop recording (if permitted for your role).
Audio Settings dialog — Adjust your microphone and speaker settings.

These pop‑ups open automatically when the corresponding action is triggered from the call interface.

To enable pop-up on your browser,

Click the icon present on the address bar of the browser.
Select Site Settings.
Select Privacy and Security from the left pane.
Scroll-down and select Pop-ups and Redirects drop-down. Click Allow.

Enabling Pop-up Feature

Perform the following steps to enable the Call Control Pop-up feature,

On the home page, under Triaging, click Unified Routing.
Select Agents from the left panel.
Switch to Agents from the Switch tab available to the left of the search box.
From the search box, enter the name of the agent for whom you want to enable this feature.
Hover over the ellipses next to the agent name and then select Edit. The User Assignment Settings page appears.
Navigate to Voice Settings by clicking on the breadcrumb available on the top of the page.
From the Voice Platform Type drop-down, select Enterprise.
From the Voice UI Type drop-down, select Headless.

Note: When this feature is enabled, instead of showing the agent readiness modal, a new modal will appear to indicate the current status of the pop-up. Following are the statuses:

Pop-up is open – Displayed when the pop-up is successfully opened.
Pop-up is closed – Shown when the pop-up is closed, with an option in the modal to reopen it.
Pop-up is blocked – Displayed if the browser has blocked pop-ups. In this case, the modal will also show an info icon, which, when clicked, opens a new tab with instructions to enable pop-ups at the browser level.
Pop-up failed to load – Shown if there is an issue with the build or the pop-up cannot be loaded.

Behavior Across Multiple Sessions

If you have Multiple Sessions enabled and have more than one Sprinklr tab or window open, Call Controls pop‑ups always appear in the active session. This ensures call actions are performed in the correct place and reduces the chance of performing an action from a background tab.

If you close the pop-up, a message Headless voice is closed is displayed. To open the pop-up again, click on the icon present on the pop-up and the pop-up will open.
You can use the minimize button to minimize the call control pop-up window. Minimized call control pop-up will be available on all the browser tabs that are open.
If multiple Sprinklr tabs are open simultaneously, then the primary tab or the active tab will be highlighted with a green symbol. This improves usability and prevents confusion.
If ACW for the call is not submitted, a red icon will be displayed as shown in the following image. Ensure to submit the ACW to close the call.

If the pop-up is blocked on your browser, the system will display an message to enable pop-up from browser settings.
When multiple sessions are enabled, supervisors can open Sprinklr in multiple browser tabs simultaneously. If a call is active, the primary tab displays the call pop-up, while additional tabs display the call controls in a minimized state.
If the call popup is closed or the call is disconnected, the minimized call controls are automatically closed across all open tabs. The Multiple Tabs modal also updates accordingly and no longer displays the Call in Progress indicator once the call has ended.

Note: When a call is disconnected (for example, if the customer ends the call), there may be a couple of seconds delay before the minimized call controls are removed from the screen. This is expected behavior and does not require a page refresh. The minimized controls are automatically dismissed across all open tabs.

Best Practices

Keep the tab containing the active call in focus to prevent confusion.
Close pop‑ups after completing actions to maintain screen clarity.
If using multiple tabs, perform all call actions from the one showing the live interaction.