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Considerations when configuring ports for Screen Pop
Answer ID 9053   |   Last Review Date 12/18/2018

What should I consider when configuring ports for Screen Pop?

Environment:

Screen Pop within Agent Console, All product versions

Resolution:

Screen Pop functionality allows workspace tabs to be opened within the agent desktop application programmatically. The functionality involves configured ports on a site/interface (EXT_CONSOLE_WS_PORT configuration) and account-level (accounts.screen_pop_port field).

One consideration to be aware of is that the application will check the account-level configuration first, and if that field is null will then check the site/interface-level configuration. Further, when a port is used on a computer running the application it will hold a lock on it until the application is re-started. Separately, in the case of non-standard deployments such as those involving Windows Terminal Server, the port is obtained on a shared server used by all agents/users of the system, and that port may not be released until the server is re-started.

Thus, if the application is being run on a shared server or if multiple instances of the application are to be used on a single machine, the account-level port configuration must be used in order to avoid conflicts. If all instances of the application running on a single machine are using different ports for Screen Pop the functionality should work as expected.

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