386 Chapter 15 Contact Center Screen Pop
Configuring Contact Center Screen Pop options
If you are licensed for ANI, DNIS, and/or Collect Caller Entered Digits and want to display these in the pop-up.
To configure Contact Center Screen Pop options
1. Click YourSite=>Enterprise.
The Enterprise tab opens.
2. Click the Screen pop tab.
3. Ensure the Display Intelligent Queue licensed options (ANI, DNIS, and Collect Caller Entered
Digits) on the soft phone pop-up check box is selected.
4. If you want to launch an application or Web page when agents answer a call, select the Launch an
application or Web page when agents answer ACD calls check box.
• If you want to launch Outlook contact information for callers and create a journal entry for each
caller, select Display caller-specific Microsoft Outlook Contact Information and create
Journal entries. This is the default option. Microsoft Outlook will display the contact information
of that caller, using the name and/or number of the caller to find their file in the Personal
Address Book. A journal entry will also be created for the call. If you select this option, ensure
that you complete “Configuring Contact Center Screen Pop display variables” on page387 and
“Configuring Contact Center Screen Pop to display Outlook contacts” on page389. A default
path or URL is automatically entered in the Contact Center Screen Pop tab. Contact Center
Screen Pop will launch this application or Web page box when it is used.
• If you want to display call statistics for incoming ACD calls, select Display the caller-specific
Inbound trace report Web page. The Inbound Trace report tells you the number of times the
caller has called in the last seven days and contains the following fields: Call Start Time, Call
Duration, DNIS name, Agent name, Extension, and Account Code. (See Figure 15-1).
• A default path or URL is automatically entered in the Contact Center Screen Pop tab. Contact
Center Screen Pop will launch this application or Web page box when it is used.
• If you have created a Web page or an application to launch when agents answer calls, select
Display a specific application or Web page and type the path for the executable file or the
URL of the Web page. Click How do I enter this value? for instructions. See “Configuring
Contact Center Screen Pop display variables” on page387.
If you have typed text into the Contact Center Screen Pop will launch this application or Web
page box, Display a specific application or Web page is automatically selected.
• If prairieFyre Professional Services has provided you with an integrated custom screen pop
select Display this Professional Services custom executable file or Web page. Click
Manage to review the Professional Services custom screen pop options.
5. If you want to enable screen pop on non-ACD calls select the Screen pop on non-ACD calls check
box.
6. Click Save.