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  • 1.  Screen Pop

    Posted 09-14-2023 13:58
    No replies, thread closed.

    In some instances, our callers are routed to an Automated Self Service System, if the caller is unable to gather the information they would like, we allow them to transfer out to our Genesys Cloud Queues. The Automated system is third party.

    What we would like to accomplish is that some general information be passed from the Automated System, on the SIP Trunk (as a SIP Header) so that the screen pop the agent receives has caller information in it.

    Examples of information, information that is inputted by the caller vai the Automated System, such as Claim #, Policy #,etc.

    does anyone know if we can perform this type of task in Genesys?

    The process we hope would allow the agent to be prepped with good information so that the caller does not have to repeat it.


    #Routing(ACD/IVR)

    ------------------------------
    Michael Schimento
    Zenith Insurance Company
    ------------------------------


  • 2.  RE: Screen Pop

    Posted 09-15-2023 13:42
    No replies, thread closed.

    Sounds like you are talking about UUI data. This gets passed in to Architect as a variable named Call.UUIData. I believe you can access it directly from a Script too.

    HTH



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 3.  RE: Screen Pop

    Posted 09-15-2023 13:46
    No replies, thread closed.

    Thanks Paul

     

     

    The more I read, the more I see "use UUI Data"

     

     

     

     

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

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