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When Using Direct Integration with CTI The Screen Pop Appears In The Application But Not When Using Other Applications Such As MS Word. Is this Possible? (Doc ID 1564411.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 12.1.3 and later
Information in this document applies to any platform.

Goal

Is it possible for a User to be notified about a CTI-Direct Customer Call into the Contact Center even when using another application such as MS Word?
For example, if an agent is working on other application such as MS Word, and a Screenpop request comes, the Contact Center is populated but the Agent is not aware. How can the screen pop appear over the MS Word application so the User is aware?


 

Solution

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In this Document
Goal
Solution
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