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Screen Popping Calls and E-mails
CallViewer can be used to "screen pop" customer information in the company database,
however, a Ready To Go (RTG) solution must be configured or a custom macro have been
written for the feature. For example, if you have configured the Screen Pop from GoldMine
RTG, when you answer a call that is identified (i.e., has Caller ID), information about the
caller can be displayed for you if it is found in your GoldMine database.
Screen popping is most effective if it is triggered when the call is answered, rather than
when a call is alerting. Screen popping can be implemented using an RTG button, which
you click after answering a call, or using CallViewer rules, which automatically displays
information for identified contacts. The next section includes an example to create a screen
popping rule.
Defining and Using Rules
Rules enable you to automatically perform a specific action when a specific event occurs,
based on various criteria being met. For example, you could create a rule to send a call to
voice mail if it was received without Caller ID. The rules dictate the initial event, or trigger
event, that must occur before conditions are evaluated and an action is executed.
Rules are evaluated in the order that they appear in the Rules Manager screen.
When you create a rule, it is automatically added to the bottom of the list.
NOTE
Therefore, if you want actions to fire in a specific order, you must add the rules
in the order in which you want them evaluated.
To open the Rules Manager, right-click the CallViewer tray bar icon (
The rule list displays a list of all rules that have been created and the following information
for each rule:
•
Rule: Displays the user-defined name and indicates whether the rule is currently
enabled (
rule enable state.
•
Fire Count: Displays the number of times that the rule has fired since it was created.
•
Last Fired At: Displays the last date/time that the rule fired or "N/A" if the rule has
never fired.
•
Fire Rate / Day: Displays the average number of times that this rule has fired since it
was created, or "N/A" if the rule has never fired. If the average is less than one, "< 1"
is displayed to indicate that the rule has fired, but not enough times to be able to
accurately represent its average fire count.
•
Action: Displays the action that this rule executes when the rule fires.
30
– green icon) or disabled (
) and select Rules.
– gray icon). It does not reflect the global
Contact Center Suite User Guide
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