Chapter 11: Screen Pops - Avaya IP Agent Installation And User Manual

Chapter 11: Screen pops

Screen pops are used to start an application or interface when an incoming call is received
by Avaya IP Agent or when an outgoing call is placed.
Screen pops are most useful for the following actions:
Starting an application so that the agent can enter customer or critical information
●
regarding the call.
Viewing data based on information transmitted with the call, such as customer
●
information, the area from which they are calling, or the selections a customer made
while being processed through a vector.
There are two types of screen pops:
Windows application - This type of screen pop starts a Windows application, such as an
●
HTML browser, a database interface, a trouble ticket program, or a custom application.
This type of screen pop is also capable of passing parameters as part of an HTML string
when it is initialized.
Dynamic Data Exchange (DDE) - This type of screen pop retrieves information you
●
specify from a call and passes it to a DDE server or application. The DDE server or
application can then send information from its database or a file to an interface
displayed on the personal computer.
This section includes the following topics:
Creating a Windows application screen pop
●
Creating a DDE screen pop
●
Setting the active screen pop
●
Modifying a screen pop
●
Deleting a screen pop
●
Before you begin
Read and understand the following items before administering screen pops through Avaya
IP Agent:
Many DDE services have distinct features. For this reason, the complete syntax for a
●
DDE query cannot be specified in this document. For information regarding your DDE
service and how to query information from it, refer to the documentation supplied with
that product.
on page 186
on page 191
on page 192
on page 193
on page 181
Issue 1.1 August 2004 179