Any premise or hosted IssueTrak system running version 8.0 or above includes the Screen Pops capability. No activation or configuration within IssueTrak is required.
However, Screen Pops do require a "layer" of technology in between called Computer Telephony Integration (CTI). This technology allows your phone system, agents' desktops and IssueTrak to communicate.
They also require specific information captured by your phone system. IssueTrak needs the caller's phone number to generate the Submit screen—which most systems can provide. (It is useful—but not necessary—if the caller's name can also be captured.) This is the primary level of integration. IssueTrak needs a caller-entered issue number to generate the Issue View screen—which only more advanced systems can provide. This is the secondary level of integration.
CTI technology exists in many forms and can be deployed in various ways. The capabilities within phone systems also vary. This makes it impossible for us to accurately state any particular phone system/CTI application or its given deployment is compatible with IssueTrak Screen Pops and to what degree.
Only your phone system/CTI administrator can determine compatibility and execute configuration. The final section of this document is designed specifically for this purpose. They will need this information in order to assist you.