User guide

General Information Guide
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• Enhanced agent support
Access to detailed caller information
When an ACD call arrives, Contact Center PhoneSet Manager or Contact Center Softphone
provides the agent with a pop-up window that contains the caller’s name and the queue name
or number (for ACD calls). With Contact Center Screen Pop, you can display additional
information such as the DNIS, ANI, and caller entered digits. With caller information readily
available, agents can identify callers and know whether to answer or redirect calls.
Customizable display options
With the help of Professional Services, you can use your company’s existing customer database
to customize the data that appears in the pop-up. With detailed customer information at hand,
agents can reduce the amount of time required to serve callers and increase the efficiency of
your business.
Seamless Customer Relationship Management (CRM) integration
With the purchase of the CRM connector, Contact Center Screen Pop can launch a CRM
application or Web page. Agents view both the pop-up and the CRM database or Web page
simultaneously and gain access to relevant caller and account information before they answer
the call.
Enhanced agent support
The Contact Center Screen Pop Inbound Trace report Web page enables agents to create,
view, and edit journal entries and make educated decisions when answering or redirecting calls.
This minimizes instances of customers repeating the same information over and over again.