Best method to support multiple screenpops in AACC?

[sfitzg]

What is the best method to manage different teams in the same contact center having different screen pop requirements?

Only one screen pop can be configured in CMM to be the automatic pop although the user can change this on their first incoming call in the Intrinsics tab. Another option would be to have local configuration files but this is not a great solution either.

Does anyone have any better or other solutions?

I am also looking for a simple workaround for having only one possible %VALUE% for the screenpop. I am using custom intrinsic values but this becomes a problem in multimedia where custom intrinsics are not easily supported. Any suggestions would be greatfully accepted.

[dgilli]

A little late...

Though you can only select one intrinsic for screen pop, you can put multiple pieces of data within that intrinsic. As long as the command line will accept it (parse) you should be able to get what you need (as long as the data isn't too big for the string).

It is not clear what would need to be different for each team so it is hard to say what might meet your needs.

[sfitzg]

As an example, one customer an outsourcing contact centre (not AACC) has 112 different rules for doing screen pops for all their different customers. Some were URL's and others were executables and some direct socket connections. Try doing that with AACC

In this particular instance it is just three small teams who screen pop different CRM applications from each other, both voice and email. These require different lookup data to be passed, an entity ID retrieved within the scripts, CLI/ANI or email address.

To put it as simple as possible. Two teams doing a screenpop where CLI/ANI is just inserted into a simple URL, where each team has their own unique URL. What is the best method of providing different configurations (URL) to different agents without having to develop middleware that would be common to both teams?