Avaya 7 Manuel D’Utilisation

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:

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Starting an application so that the agent can enter customer or critical information 
regarding the call.

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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:

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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.

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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:

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Read and understand the following items before administering screen pops through Avaya IP 
Agent:

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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.