Configuring Contact Center Screen Pop display variables

The variables described in the following table are used by Contact Center Screen Pop to determine the application area or Web page that launches when an agent answers a call. Ensure the required IVR Routing activities are available in workflows to use these variables.

Note:

The variable names are case-sensitive. For an application, variables must be in quotes and separated by a space.

Table 1. Contact Center Screen Pop display variables
Variable IVR Routing activity required Description
%PFCALLERNAME% ANI activity Caller name as provided by the telephone carrier. For example, 'John Smith'
%PFANI% ANI activity Caller number (ANI), the telephone number of the calling party. For example, '6135990045'
%PFDNIS% DNIS activity Dialed Number Identification Service (DNIS), numbers passed from the public telephone network to identify what phone number the caller dialed. This is typically used to identify different 1-800 or 1-900 numbers. For example, '9875'
%PFVERIFIEDCOLLECTEDDIGITS% Collect Digits activity The digits entered by the user during the call. For example, account number '78831'
%Queue% ANI and DNIS activities Name of the queue from which the call is answered. For example, 'Sales'
%ReceivingAgent% N/A Contains the Agent ID for the agent receiving the current call
%ReceivingExtension% N/A Contains the Extension ID for the extension receiving the current call
%SendingAgent% N/A Contains the Agent ID for the agent sending or transferring the call to the current recipient
%SendingExtension% N/A Contains the Extension ID for the extension sending or transferring the call to the current recipient

To launch an application

If John Smith calls 1-800-266-9875 from 613-599-0045, is prompted to enter his account number (78831), and is then routed to the Sales queue, the executable file will use the actual values of the call, for example, C:\MyProgram\CustomerManagement.exe "John Smith""6135990045""9875""78831""Sales".

To launch a Web page

If John Smith calls 1-800-266-9875 from 613-599-0045, is prompted to enter his account number (78831), and is then routed to the Sales queue, the Web page will use the actual values of the call, for example, http://myintranetsite.business.com?CALLERNAME=John%20Smith&ANI=6135990045&DNIS=9875&COLLECTEDDIGITS=78831&QUEUE=Sales.

Parent topic: Configuring Contact Center Screen Pop