Configuring Screen Pops
The key to this whole process is configuring the CTI to construct a query string URL when an incoming call is received. The agent's client/console will then need to open this URL when they answer their phone.
The query string tells IssueTrak where to process the call, within which parameters (caller-based or issue-based) and using what values.
If no additional factors or configuration are in effect, an agent may be presented with the IssueTrak Login screen before they are presented with a Screen Pop. The factors which impact how agent-based parameters (the agent's IssueTrak user ID and password) are passed to IssueTrak include:
■ The IssueTrak Active Directory (AD) Module with Single Sign-On...With AD Single Sign-On, agents will be taken directly into IssueTrak during any Screen Pops process with no login or additional configuration required.
■ If the CTI application can pass an agent's IssueTrak credentials directly through the server or desktop client...When credentials are configured directly within the application/client, agents will then be taken directly into IssueTrak during any Screen Pops process with no login required.
■ How the CTI application/client generates windows/browser sessions...If new sessions aren't generated every time a call is answered, having agents login once at the beginning of the day (or if the session times out) may be acceptable. No additional configuration will be required.
Please discuss these factors in detail with the internal IssueTrak administrator before beginning configuration. If none of these items apply, agent-based parameters (IssueTrak user ID and password) can be passed within—and only within—the caller-based query string. This is because caller-based parameters are sent to a processing page which can 'talk' to multiple tables and fields. Issue-based parameters are sent to a page that cannot.
Caller/Agent-based Query Strings