UNIVERGE UC700 - NEC Corporation of America

Configuring OW5000/UC700 to Support ACD Integration 5-5
Figure 5-5 Agent Screen Pop dialog
The agent screen pops can be configured globally or on a per-split basis,
to provide flexibility. The global configuration can either specify the
screen pop settings to be used for all splits or for those splits which are
not configured separately. The split configuration can be used if screen
pops are only necessary for certain splits or if individual splits require
different screen pop settings.
Global Screen Pop Configuration
Global screen pop configuration includes the application in the
Executable field that will be opened when the call is presented to the
agent. Additionally, arguments for that executable can be configured by
selecting one of the drop-down options below:
• Code: Customer information associated with the call. This is
commonly attached by an IVR.
• Caller ID: The telephone number of the caller.
• Split: The ACD split in which the calls are being answered.
• Pilot: The ACD pilot number where the call arrived into the system.
• Login: The answering agent's ACD login ID.
It is important to ensure that the arguments selected meet the requirements of your
CRM application.
NOTE
Follow the steps below to configure a global screen pop.
UCE Desktop Client/Agent (UNIVERGE UC700) Installation Guide - Revision 4.01