User guide

Contact Center Screen Pop
121
Introduction
This section provides an overview of Mitel Contact Center Screen Pop and how it works. For
more information, refer to the following topics:
•Overview
• Benefits
•Features
Overview
Contact Center Screen Pop, included with Contact Center Enterprise Edition Advanced Starter
Pack or greater or as an add-on to Business Edition, integrates with Contact Center
Management to launch applications or Web pages when agents answer calls. By default,
Contact Center Screen Pop either launches Microsoft Outlook contact information or a
caller-specific Inbound Trace report Web page. Alternatively, Contact Center Screen Pop can
launch a Web page or application you create.
Contact Center Screen Pop enables agents to automatically receive caller information via
pop-ups on their computer monitors when they receive calls. Contact centers can generate
personalized pop-ups for each caller using a customer database. The pop-ups can display the
caller name, DNIS (the telephone number the caller dials), ANI (the telephone number of the
caller), the queue from which the call originated, and caller entered digits (digits the caller enters
for identification purposes), such as a customer site key.
Benefits
Contact Center Screen Pop enables you to
• Enhance agent efficiency by providing agents with caller information before they answer
calls
• Quickly identify callers and answer or transfer calls accordingly
• Customize Contact Center Screen Pop to display customer information most important to
your business
• Provide agents with customer call history and journal entries so they can provide enhanced
customer service
Features
Contact Center Screen Pop includes the following features:
• Access to detailed caller information
• Customizable display options
• Seamless Customer Relationship Management (CRM) integration