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Avaya IP Agent Installation and User Guide for Citrix June 2007 95
Chapter 9: Screen pops
Screen pops are used to start an application or interface when an incoming call is received by
Avaya IP Agent or when an outgoing call is placed.
Screen pops are most useful for the following actions:
● Starting an application so that the agent can enter customer or critical information
regarding the call.
● Viewing data based on information transmitted with the call, such as customer information,
the area from which they are calling, or the selections a customer made while being
processed through a vector.
There are two types of screen pops:
● Windows application - This type of screen pop starts a Windows application, such as an
HTML browser, a database interface, a trouble ticket program, or a custom application.
This type of screen pop is also capable of passing parameters as part of an HTML string
when it is initialized.
● Dynamic Data Exchange (DDE) - This type of screen pop retrieves information you specify
from a call and passes it to a DDE server or application. The DDE server or application can
then send information from its database or a file to an interface displayed on the personal
computer.
This section includes the following topics:
● Creating a Windows application screen pop on page 96
● Creating a DDE screen pop on page 101
● Setting the active screen pop on page 105
● Modifying a screen pop on page 106
● Deleting a screen pop on page 107
Before you begin
Read and understand the following items before administering screen pops through Avaya IP
Agent:
● Many DDE services have distinct features. For this reason, the complete syntax for a DDE
query cannot be specified in this document. For information regarding your DDE service
and how to query information from it, refer to the documentation supplied with that product.