MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 175
CTI (Computer Telephony Integration) Link
For more information about these requirements and about installing a CTI link,
see
PassageWay Telephony Services Network Manager’s Guide
.
Screen Pop
9
Screen pop occurs when a CTI application takes inside or outside caller
information, queries a database, and displays caller information on a user’s PC
screen. Screen pop requires that an identifying number or code be available to
identify the outside calling party. This number may be a telephone number
provided by Caller ID, Automatic Number Identification (ANI), or another network
service.
Screen pop can also occur when the caller enters an identifying code after
connecting to a voice response unit in the system. The voice response unit,
MERLIN LEGEND MAIL for example, may prompt the caller to dial a social
security number, account number, customer number, or other database index
code. These
collected digits
are used to initiate screen pop of database
information (for more information, see the next topic, “Collected Digits”).
Screen pop can occur on incoming voice calls from the following sources:
■
Calling group distribution
■
ISDN PRI routing by dial plan
■
An extension on the MERLIN LEGEND Communications System
■
Remote access
NOTE:
In this case, the only information that the application can collect
about the caller is the remote telephone number.
■
A transfer of a call that has been answered by a voice response unit
■
A transfer or conference of a call that has been answered at a DLC or at a
QCC
NOTES:
1.
Some CTI applications can initiate screen pop from the called
number on a BRI (Basic Rate Interface) or PRI (Primary Rate
Interface) line. To find out whether this feature is available,
check your application’s documentation.
2.
To obtain calling party information on a loop-start line, your
organization must subscribe to Caller ID services, if available,
from the local telephone company. An 800 LS-ID line/trunk
module is also required, and the system must be programmed
for Caller ID (see
). On BRI and PRI
lines, calling party identification services may be available from a
network service provider. For more information, see
