Compass Call Center Screen

Healthcare PopSelection
– Agent

Overview
One of the common functions in a call center is to provide a “screen pop” to an agent that contains information
about the incoming call. Customers typically house “customer” information in commercial or proprietary CRM
application. To enhance the customer experience and agent efficiency, this “screen pop” can provide the agent
key information about the customer, their status with the organization, and a history of their interactions or
transactions.

Evolve IP’s call center client applications provide native “screen pop” support that can be easily configured to
integrate with any business application. When the agent receives an inbound call, the call center application can
launch the customer’s business application and provide information about that caller. This empowers the agent
with up to date information about an existing caller directly inside the business application they use on a daily
basis.

This document provides the details required for an Administrator to enable a “screen pop” in both of Evolve IP’s
call center client applications.

BroadWorks Call Center Agent and Supervisor

In the application’s General Settings, an agent can be configured to launch a screen pop when receiving an
incoming call.

The Settings are as follows:

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Compass Call Center Screen
Healthcare PopSelection
– Agent

Screen Pop URL – This text box allows you to enter the URL address of the web page that application will
open using the default browser when the agent clicks the Web Pop URL button in the Call Notification
pop-up window.

Auto pop for incoming calls – When this option is checked, the application will automatically launch the
Web Pop URL without the agent clicking on the Web Pop URL button in the Call Notification pop-up
window for each incoming call.

The URL can point to any URL address, but typically points to a web application that parses optional call
parameters and passes them to a Customer Relationship Management (CRM) application or other database.

For example:

http://www.myCRM.com/newcall?
USER=__PHONE__&REMOTEPARTY=__REMOTE_PHONE__&DNIS=__DNIS_PHONE__

This URL passes the internal user’s phone number, the remote party’s phone number, and the phone number
dialed (for inbound calls) to the application at www.myCRM.com.

There are a number of parameters that the client can pass to the browser. The following parameters are
available:

Field Description
__USER__ The phone system ID of the user
__FIRST__ The first name of the user
__LAST__ The last name of the user
__EMAIL__ The e-mail address of the user
__GROUP__ The name of the location to which the user belongs
__PHONE__ The phone number of the user
__REMOTE_PHONE__ The phone number of the remote party
__REMOTE_NAME__ The name of the remote party (when available)

__CALL_TYPE__ “Incoming”, “Outgoing”, or “Alerting”

__DNIS_NAME__ The name of the DNIS on which the call was received
__DNIS_PHONE__ The phone number of the DNIS on which the call was received
__REDIRECTED_NAME_1__ The name of a party to whom the call was redirected prior to
__REDIRECTED_NAME_2__ being delivered to the current agent, from the most recent to the
least recent
__REDIRECTED_PHONE_1__ The phone number of a party to whom the call was redirected
__REDIRECTED_PHONE_2__ prior to being delivered to the current agent, from the most
recent to the least recent

__REDIRECTED_USERID_1__ The user ID of a party to whom the call was redirected prior to
__REDIRECTED_USERID_2__ being delivered to the current agent, from the most recent to the
least recent

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Compass Call Center Screen
Healthcare PopSelection
– Agent

Unity Call Center Agent

In the application’s Browser Integration Settings, an agent’s desktop can be configured to launch a screen pop
when receiving an incoming call.

In Browse to this URL field enter the URL address of the web page that application will open using the default
browser.

The URL can point to any URL address, but typically points to a web application that parses optional call
parameters and passes them to a Customer Relationship Management (CRM) application or other database.

When the user clicks on the call notification pop-up window,

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Compass Call Center Screen
Healthcare PopSelection
– Agent

Unity will replace the parameters with the appropriate value or blank value if not available/applicable and
launch the default browser. For example, the following URL passes the internal user’s phone number, the
remote party’s phone number, and the direction of the call to the application at www.myCRM.com.

Entering the following URL:

http://www.myCRM.com/newcall?USER=[LocalNumber]&REMOTEPARTY=[ContactNumber]&DIRECTION
=[Direction]

would be translated into the following (depending on the actual call scenario).

http://www.myCRM.com/newcall?USER=6105550123&REMOTEPARTY=6109648000&DIRECTION=in

There are a number of parameters that the client can pass to the browser. The following parameters are
available:

Field Description
[ContactNumber] The number of the remote party (if available)
[ContactName] The name of the remote party (if available)
[RedirectName] The name of the hunt group/call center etc that the call came through.
This will include the DNIS name if applicable.
[RedirectNumber] The number of the hunt group/call center etc that the call came through
[Direction] The direction of the call (In/Out)
[CallCenterID] The ID of the call center that the call was routed through, otherwise
blank
[CallCenterName] The name of the call center that the call was routed through, otherwise
blank. If provided this makes up part of the [RedirectName] delimiter
[DnisName] The name of the call center DNIS that the call was routed through,
otherwise blank. If provided this makes up part of the [RedirectName]
delimiter
[GlobalCallID] The global ID of the call. This doesn’t change during transfer etc and is
used for call logging.
[LocalCallID] The local ID of the call. This does change when the call is transferred
and is used to control the call (for example to release the call etc.
[LoginID] The ID of the logged-in user
[FirstName] The first name of the logged-in user
[LastName] The last name of the logged-in user
[GroupID] The group ID of the logged-in user
[Extension] The extension of the logged-in user
[LocalNumber] The phone number of the logged-in user (if assigned)
[Email] The email address of the logged-in user (if entered in Broadworks)

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Compass Call Center Screen
Healthcare PopSelection
– Agent

Launching a screen pop in a third-party desktop application

It is also possible to use Unity to send a URL without using the web browser, this is typically used in an
environment where the third-party application being “popped” is desktop-based. In this case, Unity will send
the URL as a web request through the client without using the browser. The web server will then process the
URL and “push” the contact details to the user’s screen, as illustrated in the diagram below

Perform contact lookup

using number 8087758944

CRM Server with

direct TCP link to Push details from URL Web server 192.168.1.10
clients to CRM server Hosting PopContact.aspx page

Server instructs client to pop screen Send HTTP web request to

with contact details http://192.168.1.10/PopContact.aspx?
LoginID=6109648000&RemoteNumber=8087758944&
Direction=In

Incoming call
received from
8087758944

Logged into application and user Evolve IP

Logged into Unity as 6109648000
profile includes PBX login ID=
6109648000

Although a web server is still often used to receive the URL from Unity, the contact screen is shown in a third-
party application window rather than a browser. It is important to ensure the [LoginID] delimiter is used so the
server pushes the contact details to the correct user’s screen which may require mapping the PBX login ID of the
user to the CRM login equivalent.

This is configured the same way as using a browser, except Unity is instructed to send the web request directly
rather than using the default browser by activating Don’t use the browser user interface as shown below.

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Compass Call Center Screen
Healthcare PopSelection
– Agent

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