Screen pop
Encyclopedia
In call centers that provide integration between a telephone
system and an agent's desktop (see CTI
), a screen pop is a window or dialog box that autonomously appears on the desktop, displaying information for a call simultaneously sent to that agent's telephone.
For inbound calls, the data displayed typically contains call information such as:
For outbound calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record.
Telephone
The telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...
system and an agent's desktop (see CTI
Computer telephony integration
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated...
), a screen pop is a window or dialog box that autonomously appears on the desktop, displaying information for a call simultaneously sent to that agent's telephone.
For inbound calls, the data displayed typically contains call information such as:
- Caller Line IdentificationCaller IDCaller ID , also called calling line identification or calling number identification or Calling Line Identification Presentation , is a telephone service, available in analog and digital phone systems and most Voice over Internet Protocol applications, that transmits a caller's number to...
(CLI) - Automatic number identificationAutomatic number identificationAutomatic number identification is a feature of telephony intelligent network services that permits subscribers to display or capture the billing telephone number of a calling party. In the United States it is part of Inward Wide Area Telephone Service . ANI service was created by AT&T for...
(ANI) - Dialed Number Identification ServiceDialed Number Identification ServiceDialed Number Identification Service is a service sold by telecommunications companies to corporate clients that lets them determine which telephone number was dialed by a customer. This is useful in determining how to answer an inbound call. The Telecommunications company sends a DNIS number to...
(DNIS) - Information entered from an Interactive voice responseInteractive voice responseInteractive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF keypad inputs....
(IVR) system - Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent.
For outbound calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record.