A Screen Pop refers to a display of a pop up window with the caller's information on your computer desktop. A Screen Pop launches an application or opens a remote application through a web browser while answering an inbound call or during the processing of an outbound phone call. Depending on the Screen Pop configuration, you can specify applications to pass parameters.
"For example, when you receive an inbound call, the call includes an ANI or a caller id. In case of Advanced Segmentation, you can use the ANI or the caller id to query a remote database to search the caller name and other relevant information. If the caller id is not available, an Interactive Voice Response (IVR), if engaged, will prompt the caller to enter an ID source (for example, credit card number). Once the phone system collects data, it passes the id source to Avaya one-X Agent, which thereby, initiates a screen pop and passes the information as parameters to the screen pop application."
This section explains steps to manage a screen pop and how to enable a screen pop for inbound and outbound calls.
Creating a screen pop
You can configure a Screen Pop for both incoming and outgoing calls. You can configure a screen pop to launch a desktop application (for example, a client database, a trouble ticket program, or a custom application), or to open a remote application containing reference to a web application and other call-related data in a web application format.
1. On the top bar, click System Options > System Settings . 2. In the System Settings dialog box, click Screen Pop. 3. In the Screen Pop panel, click Add.
The system displays an untitled item in the Screen Pop list. 4. In the Screen Pop list, click the untitled item and rename it.
5. In the Address or URL of program field, perform one of the following steps: • To open a remote application containing reference to a web application as a
screen pop, type a valid Web address. Note:
tel.The precise format of the full URL will depend on what data and in what format the Web application is expecting.
• To use a windows application as a screen pop, specify a valid directory path of a windows application. For example, type C:\Program Files\Adobe \Acrobat 7.0\Acrobat\Acrbat.exe.
Note:
The application can be any filename with an extension specified in the Windows Registry as having an associated application that is used to open, for example, .html, .doc, or .txt extensions. If a filename is specified in the field does not have a valid application association in the Registry, Windows will display an error message.
6. In the Address or URL of Program field, click the arrow button to include
information as parameters with URL string. Each call may contain a called name, number, prompted digits, or user-to-user information (UUI). Using any of the following parameters to retrieve a caller information:
•%n: This parameter passes the name of the other party on the call, if available.
•%m: This parameter passes the telephone number of the other party on the call, if available.
•%p: This parameter passes the digits the caller selected while being processed through a vector, if available.
•%v: This parameter passes the VDN name through which the call was connected.
•%u: This parameter passes User-to-User-Information that was collected by Communication Manager from a centralized application.
•%s: This parameter passes the time when Avaya one-X Agent received the telephone call.
•%e: This parameter passes the time when the telephone call was terminated.
•%d: This parameter passes the current date when Avaya one-X Agent received the telephone call.
You can also specify the Prompted Digit (%v) and User To User Info (%p)
parameters manually within the URL address string. For example, type http:// www.mycompany.com/data?tel=%v.
7. Click Test to verify that the configuration of the selected screen pop works as intended.
8. To indicate when the application must trigger the screen pop for inbound calls, from Trigger when an inbound call is, select an appropriate trigger.
9. To indicate when the application must trigger the screen pop for outbound calls, from Trigger when an outbound call is, select appropriate triggers.
10. If you want, the screen pop application to start when an incoming calls appears on a specific VDN, select Trigger only when VDN isand enter a VDN in the associated field that allows initiating the corresponding screen.
If, through Communication Manager, you assign VDN names with more than 15 characters, you may encounter a situation where your screen pop may match multiple VDN names. To avoid this situation, you should not create VDN names longer than 15 characters.
11. Click OK.
The system saves the settings and uses the selected screen pop for any subsequent call, if applicable.
Related topics:
Screen Pop panel field descriptions on page 169
Activating a screen pop
1. From the top bar, click Settings > System Settings . 2. In the System Settings dialog box, click Screen Pop.
3. In the Screen Pop panel, select the check box corresponding to the screen pop to be activated.
The system activates the selected screen pop. 4. Click OK.
Related topics:
Screen Pop panel field descriptions on page 169
Modifying a screen pop
1. From the top bar, click System Options > System Settings . 2. In the System Settings dialog box, click Screen Pop.
3. In the Screen Pop list, select a screen pop that you want to modify.
4. Apply the necessary changes. 5. Click OK.
Related topics:
Screen Pop panel field descriptions on page 169
Deleting a screen pop
1. From the top bar, click System Options > System Settings . 2. In the System Settings dialog box, click Screen Pop.
3. In the Screen Pop list, select the screen pop click Remove. The system displays a confirmation dialog box.
4. Click OK.
The system removes the selected screen pop from the list. 5. Click OK.
Related topics:
Screen Pop panel field descriptions on page 169 Managing Screen Pops