You can use an action called "Runapp", or you can code the ScreenPop to the specific skill. if it's coded to the skill the ScreenPop works perfectly on the TernioSwitch.
This could be achieved through Studio. The launch button on the TernioSwitch can open a URL, but thats normally used for opening things that the agent controls. If they are doing a SF screen pop they should add the URL to the request Agent action ...
The agent phone timeout can be adjusted to whatever works for your team. The default is 30 seconds. Go to ACD, then ACD Settings, then Station Profiles. This is where profiles are created and managed. Create a new profile for the timeout that works ...
When you click "Agents" on the TernioSwitch you will see your list of agents. Each agent will show if they are available, on a call or unavailable. If an agent is available (showing a green light) and you want to consult with them, you simply click ...
After receiving an incoming call, the agent can look up another agent in the list and click on "Consult". The other agent will accept the call. The proper sequence to use to transfer the call on the inContact platform is to click on "Conference" ...