Pop a web page or record on incoming calls

A screen pop opens a web page for you when a call event happens, with details like the caller's number placed in the page address. Point it at a customer lookup page in your helpdesk or a browser based CRM, and the right record is in front of you as you pick up. It's a setting in CallSprout Communicator NEXT, separate from the full CRM integration.

This feature needs the Communicator apps add-on on your account. See plans and pricing

Connected-system features work through your existing CRM or business system and depend on that system offering a compatible API. Availability varies by provider.

Some labels in your portal or apps may look slightly different from this guide.

The detailed options below come from the earlier version of the desktop app. Communicator NEXT lists call popups under Modules in its settings, and its options may differ. If something here doesn't match what you see, ask your admin or contact support.

Set up a screen pop

1. 1
   Step 1:

   Open the popup settings

   In Communicator, open Settings, then Modules, and look for Call Popup.
2. 2
   Step 2:

   Pick the moment

   Choose when the page opens: when a call starts or is answered, when it ends, or both. For each, choose incoming calls, outgoing calls or both.
3. 3
   Step 3:

   Enter the address

   Type the page address and insert the call details it needs from the list the app offers.
4. 4
   Step 4:

   Choose how it opens

   Let it open in your browser, or use silent mode to send the request in the background without opening a window. You can also have it start a program on your computer instead of a page.
5. 5
   Step 5:

   Save

   Save your settings.

Call details you can insert

The app shows the exact names to use. In the earlier version they were:

Good to know

• Screen pops are a feature of the desktop app and Communicator for the web.
• Your popup settings may stay on the computer you set them on, rather than following you to other computers.
• A pop at the end of a call can also fire for calls a coworker answered, such as ring group calls. In the earlier version this was on by default.

Use a page set for a queue or ring group

An admin can attach a page to a queue on Contact Center Pro, or to an enhanced ring group. In the app's popup settings, an option lets Communicator use that page for calls from there.

On Contact Center Pro, the page goes in the queue's settings, in Queue URL. Put %CALLERID% in the address where the caller's number belongs. When an agent picks up a call from that queue in the desktop app, the page opens in their browser. Whether Communicator for the web opens it too isn't confirmed yet.

For an enhanced ring group, ask support where to set the page.

Don't see this option? Contact support and we'll set it up for you.