There are four possible query string definitions related to caller and agent parameters. Only one string should be configured to process these types of calls. You will need to determine which (out of the four) of these strings is appropriate. Your selection should be based on: 1) what the phone system can provide and 2) what should be processed. Please review all the options before making a selection.
Option 1 - If the system can only capture ANI:
<http://issuetraksite.com>/screenpop_process.asp?CallerPhone=X
Option 2 - If the system can capture both ANI and caller name:
<http://issuetraksite.com>/screenpop_process.asp?CallerPhone=X&CallerCompany=Y
Option 3 - If the system can only capture ANI and the agent's credentials should be included:
<http://issuetraksite.com>/screenpop_process.asp?CallerPhone=X&IssueTrakUserID=<UserID>&IssueTrakPassword=<UserPW>
Option 4 - If the system can capture both ANI and caller name and the agent's credentials should be included:
<http://issuetraksite.com>/screenpop_process.asp?CallerPhone=X&CallerCompany=X&IssueTrakUserID=<UserID>&IssueTrakPassword=<UserPW>
If the system does not allow for caller-entered values (issue numbers), the string should simply be configured to apply to all incoming calls. If the system does allow for caller-entered values, this string should be configured to apply only to incoming calls without a caller-entered value provided.
When defining this string, please replace <http://issuetraksite.com> with the fully qualified domain name of the IssueTrak site. If agent-based parameters are being included, the values must be specified in the string. Please replace <UserID> with the agent's IssueTrak user ID and <UserPW> with their IssueTrak password.
X will equal the ANI (Caller Phone) and Y will equal the caller name (Company Name) as determined by the phone system.