390 Chapter 15 Contact Center Screen Pop
Testing Contact Center Screen Pop search functions
This test will confirm that Contact Center Screen Pop will function with the software you selected. For
example, if you selected the Display caller-specific Microsoft Outlook Contact Information and create Journal
entries option, the test will attempt to pop up a sample caller-specific Outlook Contact window, and create a
sample Journal entry. See “Configuring Contact Center Screen Pop options” on page386.
To test the search function in Contact Center Screen Pop
1. Start Contact Center Client.
2. Right-click the Phone toolbar and click Configure.
3. Click the Screen pop tab.
4. Click Test .
5. Type the variables using the described format
PFCALLERNAME—first name followed by last name, separated by a space (for example, John
Smith)
PFANI—phone number (including area code if relevant) with no spaces, dashes, or brackets (for
example, 6135558769)
PFDNIS—phone number (including area code if relevant) with no spaces, dashes, or brackets (for
example, 8005556598)
PFVERIFIEDCOLLECTEDDIGITS—all digits the caller has entered since entering the telephone
system, with no spaces, dashes or brackets (for example, 1113)
Queue—queue that the caller first entered (for example, P500)
6. Click OK.
A screen pop that contains the test parameters you specified will display. The outcome of the Contact
Center Screen Pop test will change depending on the type of screen pop you have configured and
the test parameters you entered.
Disabling Contact Center Screen Pop
If you prefer some client computers do not use Contact Center Screen Pop, you can disable it on one or more
computers. This procedure affects one agent profile only.
To disable Contact Center Screen Pop on a client computer
1. Start Contact Center Client.
2. Right-click the Phone toolbar and click Configure.
3. Click the Screen pop tab.
4. Clear the Display Contact Center Screen Pop check box.
5. Click OK.