ECC database dip and screen pop

Sep 18, 2013 12:45 AM PDT
Paul Apps
South West Communications
I am looking to write a script that connects to a database and queries to see if the caller id of the caller exists in the database. If the caller id exists in the database then I want to screen pop the database when the call is presented to an Agent.
What is the best way to go about this and what info will the database developers require for the screen popping?
Dec 06, 2013 03:54 AM PST
Damian Galindo
Global CTI Group
Download the Contact Center Integration documentation for the supported types of integration with the ECC Agent Toolbar.

For testing I like to use the integrated windows msg.exe command as a trigger action for the Agent Toolbar. Programmed in the agents ETAS.ini file.

When creating your query remember that the ECC will only use the first returned row of data. I usually end up creating a view or stored procedure to conduct the lookup and return one row of information with all call profile fields being used in a screen pop application.

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