388 Chapter 15 Contact Center Screen Pop

To launch an application

• Type the URL of the executable file followed by the required variables.
For example, C:\MyProgram\CustomerManagement.exe "%PFCALLERNAME%"
"%PFANI%""%PFDNIS%""%PFVERIFIEDCOLLECTEDDIGITS%""%Queue%"
NOTE: Variables must be in quotes and be separated by a space.
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

• Type the URL of the Web page followed by the required variables, as per standard HTTP protocol.
For example, http://
myintranetsite.business.com?CALLERNAME=%PFCALLERNAME%&ANI=%PFANI%&DNIS=%PF
DNIS%&COLLECTEDDIGITS=%PFVERIFIEDCOLLECTEDDIGITS%=%PFVERIFIEDCOLLECTED
DIGITS%&QUEUE=%Queue%
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&COLLECTE
DDIGITS=78831&QUEUE=Sales.
Configuring Contact Center Screen Pop Outlook options for journal entries
NOTE: Contact Center Screen Pop can search the contacts available in Outlook Personal Contacts only.
You can configure Contact Center Screen Pop to automatically record information in journal entries. You must
complete the following instructions if you selected Display caller-specific Microsoft Outlook Contact
Information and create Journal entries in “Configuring Contact Center Screen Pop options” on page386. This
step must be performed on every agent computer that uses Contact Center Screen Pop.
For information on viewing and searching for journal entries, see Microsoft Office Outlook Help.
To configure Contact Center Screen Pop Outlook options for journal entries
1. Start Contact Center Client.
2. Right-click the Phone toolbar and click Configure.
3. Click the Screen pop tab.
4. Click Configure Outlook screen pop options.
5. Select Create a journal entry for each incoming call and include the following properties.
6. Select the properties that you want to include in your journal entries.
• Name—caller name as provided by the telephone carrier (for example, John Smith)
• Phone number—telephone number of the caller (for example, 6135990045)
• DNIS—number passed from the public telephone network that identify the phone number the
caller dialed. DNIS is typically used to identify different 1-800 or 1-900 numbers (for example,
9875).
• Queue—queue from which the call originated. Only the first word of the queue name is
recorded.
• Collect Caller Entered Digits—the Collect Caller Entered Digits option, enabled and
configured. These are the digits entered by the user during the call (for example, account
number 78831)
7. Click OK.