Using Contact Center Screen Pop 385
Contact Center Screen Pop
Contact Center Screen Pop is an optional application that requires Contact Center Management, and Contact
Center Softphone or Contact Center PhoneSet Manager. Optionally, if you want to screen pop based on caller
entered digits, you require Intelligent Queue with the Collect Caller Entered Digits options.
Contact Center Screen Pop launches applications or Web pages. In addition, it enables agents to
automatically receive caller and account information via pop-ups on their computer monitors every time they
receive calls. Contact Center Screen Pop provides agents with the caller name, caller phone number (ANI),
called number (DNIS), and the queue used in the call. Optionally, if you have the Intelligent Queue Collect
Caller Entered Digits option, Contact Center Screen Pop displays the digits the customer entered.

Using Contact Center Screen Pop

When an agent receives a call, Contact Center Screen Pop can launch an application or Web page. For
example, when integrated with a Customer Relationship Management (CRM) database, Contact Center
Screen Pop can launch a customer account page from the CRM database based on call information.
For contact centers that have Contact Center Screen Pop, the pop-up provides
• Caller name—name of the caller
• ANI—telephone number of the caller
• DNIS—telephone number the caller dials
• DNIS name—the name associated to the DNIS number in YourSite database
• Agent ID— agent who transferred the call
• Extension—extension from which the call was transferred
• Queue—queue from which the call originated
• Collect Caller Entered Digits—digits the caller enters for identification purposes, such as a customer
site key (Intelligent Queue required)
• Customer Collected Information—information collected from a third party OBDC database.
Customer Collected Information requires Intelligent Queue and Verified Collected Digits, and
optionally, Remote Database Verification or CTI Developer Toolkit
• Call notes—notes added by an agent

Configuring options in Contact Center Management

You configure Contact Center Screen Pop options in Contact Center Management. You can specify which
information fields the pop-up displays and whether an application or Web page is launched when an agent
receives a call. See “Configuring Contact Center Screen Pop options” on page 386.
Enabling Contact Center Screen Pop
To enable Contact Center Screen Pop
1. Start Contact Center Client.
See “Starting Contact Center Client” on page240
2. Right-click the Phone toolbar and click Configure.
3. Click the Screen pop tab.
4. Select the Display Contact Center Screen Pop check box.
5. Click OK.