Linux

Avaya Solution & Interoperability Test Lab

Configuring Sample Screen Pop Applications with Avaya IP Agent Passing Caller Number, Prompted Digits or User to User Information - Issue 1.0

Abstract
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. These Application Notes describe example scenariosof screen pop configurations with three such third party applications – FrontRange GoldMine contact management application, Microsoft Internet Explorer, and Microsoft Excel. How to pass the caller information such as caller number, prompted digits, or User to User Information (UUI) is also illustrated.

BS; Reviewed: SPOC 10/6/2008

Solution & Interoperability Test Lab Application Notes ©2008Avaya Inc. All rights reserved.

1 of 21 IP-agent-spop

1. Introduction
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. These Application Notes describe example scenarios of screen pop configurations with three such third party applications – Front Range GoldMine contact management application,Microsoft Internet Explorer, and Microsoft Excel. How to pass the caller information such as caller number, prompted digits, or User to User Information (UUI) is also illustrated.

1.1. Avaya IP Agent Screen Pop
Avaya IP Agent provides agents with the ability to display Web pages, start applications, or retrieve and display caller information from a database. Screen pops are created using theScreen Pops Wizard, which guides through their creation. There are two types of screen pops: ● 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. ● Dynamic DataExchange (DDE) - This type of screen pop retrieves information specified for 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. These Application Notes describe the screen pops using DDE.

1.2. Reference Test Network
Figure 1 illustrates the reference configurationused to verify these Application Notes. It consists of Avaya S8710 Servers with an Avaya G650 Media Gateway, and an Avaya IP Agent desktop in a telecommuter mode using an Avaya 4620 IP (H.323) telephone for voice delivery. The applications FrontRange GoldMine, Microsoft Internet Explorer, and Microsoft Desktop are coresident with Avaya IP Agent. Note: These Application Notes assume that AvayaCommunication Manager, Avaya S8710 Servers, Avaya G650 Media Gateway, ethernet switches, Avaya IP Agent, Avaya IP telephone, FrontRange GoldMine application, a Microsoft Excel spreadsheet, and Internet Explorer are already in place and configured.

BS; Reviewed: SPOC 10/6/2008

Solution & Interoperability Test Lab Application Notes ©2008 Avaya Inc. All rights reserved.

2 of 21 IP-agent-spopAvaya C364T PWR Converged Stackable Switch Avaya IP Agent FrontRange GoldMine Microsoft Internet Explorer Microsoft Excel
CLAN

PSTN
Customer Avaya S8710 Server with G650 Media Gateway

MedPro IPSI

Avaya 4620 IP Telephone (H.323) Avaya IP Agent in Telecommuter Mode

Figure 1: Reference Test Configuration

2. Equipment and Software Validated
The following table shows the equipmentand software/firmware relevant to the test configuration shown in Figure 1. Equipment Avaya S8710 Server Avaya G650 Media Gateway IPSI (TN2312BP) C-LAN (TN799DP) MEDPRO (TN2302AP) Avaya 4620 SW IP Telephones (H.323) Avaya IP Agent Avaya C364T Converged Stackable Switch Software/Firmware Avaya Communication Manager R5.0 (R015x.00.0.825.4) FW 030 FW 017 FW 214 2.8 7.0.23.116 4.5.14

BS; Reviewed:...