How Do the Query Strings Work?
The key to this whole process is configuration of the query string within the CTI application/desktop client. The string will be specific to the type of information (parameters) captured as the call is received: caller-based or issue-based. This string informs IssueTrak where to process the call, within which parameters and using what values.
Informing IssueTrak of agent-based parameters (an agent's IssueTrak user ID and password) during the Screen Pops process can be accomplished several ways.
Caller Parameters