Screen Pop

In call centers that provide integration between a telephone system and an agent's desktop (see CTI), a screen pop is a window or dialog box that autonomously appears on the desktop, displaying information for a call simultaneously sent to that agent's telephone.

For inbound calls, the data displayed typically contains call information such as:

• Caller ID (CID)
• Automatic number identification (ANI)
• Dialed Number Identification Service (DNIS)
• Information entered from an Interactive voice response (IVR) system
• Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent.

For outbound calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record.