Question:
Is anyone using the Interaction Center in CRM 4.0 with telephony and with the screen pop (e.g., the checkbox for "screen pop" is checked in the IMG component "Define CTI Component Profile")? If so, I would like to know if the screen pop is simply data that appears in the Call State section of the Interaction Center, or if I should expect to see a separate pop-up window when a new caller calls. If it is a separate pop-up window, is it the same window as the SAPPhone window, or is it different? Also, if it is a separate pop-up window, what mechanism must be executed in order to transfer the caller's data from the pop-up window to the Interaction Center?
Answer:
Screen pop is referring to the data that comes across when the call presents itself to the agent screen. This could include the business partner, DNIS, ANI, etc. Along with this information could be some call attached data, for example a business activity that the previous agent just created. You can turn this off in the IMG in your CTI Profile as you mentioned below.
CIC has two possible components to display an inbound call - the agent dashboard which is real time and the call_state which blocks (agent will hour glass until a call comes through). The agent dashboard has a notification popup (just a small popup that lets you know a call is there). This can be turned off through the agent dashboard configuration.
Hope this helps. Our company, AMC Technology develops telephony connectors for CIC. If you have any further questions or would like a demo, give Barry Bedard a call at (804) 327-0170.