screen pop

A feature of customer contact systems that brings up a customer record or profile on the

computer screen of a call center agent as an incoming call from the customer is connected. As the customer call connects to the call center, the automatic call distributor (ACD) receives the calling telephone number through Calling Line Identification (CLID) or Automatic Number Identification (ANI). In the absence of that information, the system can request that the customer enter an account number or some other Personal Identification Number (PIN). The ACD can request a database search to locate the customer’s profile and any associated records. If the search is successful, the ACD then coordinates the presentation of the customer records in a screen pop as it connects the telephone call to the agent. See also ACD, ANI, call center, call vectoring, and CLID.

• Table H-2: SDTV Scanning Formats
• Table H-3: Notation Comparison
• Table H-4: Selected ITU-T H-Series Recommendations
• Table I-1: Frame Relay Implementation Agreements
• Table I-2: Index of Refraction (IOR)
• Table I-3: IPv4 Address Classes
• Table I-4: Selected ITU-T I-Series Recommendations
• Table I-4: Selected ITU-T I-Series Recommendations (continued)
• Table I-5: ITU-T Series Recommendations
• Table J-1: Japanese Digital Hierarchy: J-carrier
• Table L-1: Longitudinal Redundancy Check (LRC)
• Table M-1: International Morse Code
• Table O-1: OSI Reference Model Layers
• Table O-2: G.709 Line Rates and Corresponding SDH/SONET Line Rates
• Table P-1: Evolution of PBX technology
• Table P-2: Military and Aviation Phonetic Alphabet
• Table Q-1: Selected ITU-T Q-Series Recommendations
• Table R-1: Before and After: Bell Operating Companies (BOCs) and Regional Bell Operating
• Table R-1: Before and After: Bell Operating Companies (BOCs) and Regional Bell Operating
• Table R-2: Coaxial Cable Types
• Table S-1: SDTV Scanning Formats
• Table S-2: SONET/SDH Signal Hierarchy
• Table T-1: North American Digital Hierarchy: T-carrier
• Table T-2: TCP/IP Protocol Suite
• Table V-1: Electromagnetic Signal Propagation Velocity (Approximate)