Creating a Screen Pop

You can configure a Screen Pop for both incoming and outgoing calls. You can configure a screen pop to launch a desktop application (for example, a client database, a trouble ticket program, or a custom application), or to open a remote application containing reference to a web application and other call-related data in a web application format.

On the top bar, click System Options > System Settings.
In the System Settings dialog box, click Screen Pop.
In the Screen Pop panel, click Add.
The system displays an untitled item in the Screen Pop list.
In the Screen Pop list, click the untitled item and rename it.
In the Address or URL of program field, perform one of the following steps:
- To open a remote application containing reference to a web application as a screen pop, type a valid Web address.
  
  Note
  The URL can be CGI scripts, java scripts, or any other Web-enabled tools. If you want a URL that pops on a telephone number parameter, and example must contain one of Avaya one-X Agent (%) parameters as http://mycompany.com/data?tel=%m.The precise format of the full URL will depend on what data and in what format the Web application is expecting.
- To use a windows application as a screen pop, specify a valid directory path of a windows application. For example, type C:\Program Files\Adobe\Acrobat 7.0\Acrobat\Acrobat.exe.
  
  Note
  The application can be any filename with an extension specified in the Windows Registry as having an associated application that is used to open, for example, .html, .doc, or .txt extensions. If a filename is specified in the field does not have a valid application association in the Registry, Windows will display an error message.
In the Address or URL of Program field, click the arrow button to include information as parameters with URL string. Each call may contain a called name, number, prompted digits, or user-to-user information (UUI). Using any of the following parameters to retrieve a caller information:
- %n: This parameter passes the name of the other party on the call, if available.
- %m: This parameter passes the telephone number of the other party on the call, if available.
- %p: This parameter passes the digits the caller selected while being processed through a vector, if available.
- %v: This parameter passes the VDN name through which the call was connected.
- %u: This parameter passes User-to-User-Information that was collected by Avaya Aura^® Communication Manager from a centralized application.
- %s: This parameter passes the time when Avaya one-X Agent received the telephone call.
- %e: This parameter passes the time when the telephone call was terminated.
- %d: This parameter passes the current date when Avaya one-X Agent received the telephone call.
All the aforementioned references are available directly on the screen by clicking on the > button at the end of the parameter or URL window. Selecting one of the menu items will insert in to the text box. You can also specify the Prompted Digit (%v) and User To User Info (%p) parameters manually within the URL address string. For example, type http:// www.mycompany.com/data?tel=%v.
Click Test to verify that the configuration of the selected screen pop works as intended.
To indicate when the application must trigger the screen pop for inbound calls, from Trigger when an inbound call is, select an appropriate trigger.
To indicate when the application must trigger the screen pop for outbound calls, from Trigger when an outbound call is, select appropriate triggers.
If you want, the screen pop application to start when an incoming calls appears on a specific VDN, select Trigger only when VDN is and enter a VDN in the associated field that allows initiating the corresponding screen.
If, through Avaya Aura^® Communication Manager, you assign VDN names with more than 15 characters, you may encounter a situation where your screen pop may match multiple VDN names. To avoid this situation, you should not create VDN names longer than 15 characters.
Click OK.
The system saves the settings and uses the selected screen pop for any subsequent call, if applicable.