Incoming screen pop is a function that causes the system to open the relevant account when an incoming call is received.
There are three ways the system can be made to do a screen pop:
1. Integration with the Synety Phone System
2. From a softphone on a VoIP Telephone System
3. Using TAPI, usually on an Internal PBX
1. Integration with the Synety Phone System
The system has extensive integration with Synety.
To set up with Synety CloudCall follow the instructions here.
2. From a Softphone on a VoIP Telephone System
The program "IncomingCall.exe" is designed to find the browser page tab with the system in and then fire the URL to tell the system to find the relevant account. Follow the instructions below to set up the application incomingCall.exe
The softphone needs to call the application as per below:
{application path}\IncomingCall.exe &cli={cli} &dnis={dnis}
Replace {application path} with the actual local path to the application file.
The {cli} needs to be replaced with the actual CLI. (Caller Number)
The {dnis} is optional and needs to be replaced with the actual called number.
3. Using TAPI
Open the FIVE CRM Agent. To monitor for incoming calls check the box.
Monitor for incoming calls | Check the box to monitor for incoming calls.
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Use called-id | Check the box to use the called number to open the relevant Database Area. To set the called number on each Database Area go to Setup > Database Areas and then choose the relevant area. This option is under the section for Dialing & Call Recording.
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Incoming number | To force a specific called number, enter it here. This field is ignored if Use called-id is checked.
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Callerid number format | Optionally, to format a caller number to match the format in the database enter it here. For example: 000-000-0000 or (000) 000-0000
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Show request popup | Check the box to have a popup question asking whether to answer the call.
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Setup FIVECRMIncomingCall.exe
Before actually testing the Screen Pop it needs configuring. Run the application (double click in Windows Explorer) and complete the following fields:
FIVE CRM long URL | Contact the FIVE CRM Customer Success Support desk to request the full URL.
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Hash | Go to Setup > Users > User Profiles. Edit the User Profile belonging to the User who will be using the Incoming Screen Pop. Copy/paste the value at the top next to API Auth Hash.
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Browser | Select the browser you are using.
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