Configuring Contact Center Screen Pop
Contact Center Screen Pop can be configured to launch applications or webpages when calls are received and to enable agentsemployees to automatically receive caller and account information via pop-ups for incoming calls.
Contact Center Screen Pop is an optional application that requires Contact Center Softphone or Contact Center PhoneSet Manager. If you want to screen pop based on caller entered digits, you require IVR Routing with the Collect Digits activity.
Note:
When using IVR to populate screen pop information, you must configure IVR ports and queues on the same telephone system.
The following information can be configured to display in the pop-up:
- Caller name: name of the caller
- ANI: telephone number of the caller
- DNIS: telephone number the caller dialed
- DNIS name: the name associated to the DNIS number in the YourSite database
- Agent ID: agent who transferred the call
- Extension: extension from which the call originated
- Queue: queue from which the call originated
- Collect Caller Entered Digits: digits the caller enters for identification purposes, such as a customer site key (IVR Routing required)
- Customer Collected Information: information collected from a third party OBDC database (IVR Routing required)
- Call notes: notes added by an agent. Call notes are supported for inbound calls only
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