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Custom Client Button - Screen Pop Integration with CRM.

  • 1.  Custom Client Button - Screen Pop Integration with CRM.

    GCAP Member
    Posted 07-11-2019 16:14
    Is there a way to create a custom client button that will look at the ANI and cause a screen pop if it finds the information in my CRM?
    #Unsure/Other

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    Niki Mason
    Our Sunday Visitor
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  • 2.  RE: Custom Client Button - Screen Pop Integration with CRM.

    Posted 07-12-2019 12:09
    The short answer is "Yes".  You would set the button action to "Handler Notification" and build a handler to gather the information.

    However, if you are going to do that it's probably a better system to build a handler that does this lookup while the call is being routed.  Then use an Action to setup parameters to perform the screen pop.


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    Tim Cannon
    Elevate Credit Services, LLC
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  • 3.  RE: Custom Client Button - Screen Pop Integration with CRM.

    GENESYS
    Posted 07-15-2019 15:41
    Is your CRM web-based or a local application?
    Are you using Interaction Connect, or Interaction Desktop?

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    Paul Simpson
    Senior Technical Instructor
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  • 4.  RE: Custom Client Button - Screen Pop Integration with CRM.

    GCAP Member
    Posted 07-24-2019 13:22
    It is a local application and we also us the CRM plug in for Outlook.  Our call center currently uses Interaction Desktop but we want to make the change to using Interaction Connect. When an ACD call comes in we want to look at the ANI and compare it to CRM to pull in a new browser or screen pop that would pull up the customers information instead of searching for it manually in a seperate browser.

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    Niki Mason
    Our Sunday Visitor
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