Screenpop Transfer

Use the screenpop transfer node to forward customer information to a call center agent or sales representative while transferring the call. This helps to maximize the customer experience while minimizing call time.

Prerequisite

To use a DNIS pool, you must first use the Manage section to create a DNIS pool profile.

Name

Give the node a name.

Transfer Option

Field	Description
Single Phone Number	Enter the phone number required to transfer the call. To enter the phone number, click the pencil to the right of the field. This opens the Expression Builder.
DNIS Pool	Select a DNIS pool from those created in the Manage section of Studio. Studio uses a round robin policy to retrieve the next unallocated number from the pool. Once all the numbers have been used, Studio reuses the number pool. Take care to ensure that the DNIS pool size is large enough for the expected call volume so the same DNIS is not used for two calls transferred at the same time.

Transfer Parameters

Provide the data to forward to the call center in the form of key-value pairs.

The display label is optional. When provided, the display label acts as a title for the parameter when the data is populated.

API Documentation

Configure your call center agent software to receive the URL. Studio offers three forms to the URL. Select the one that best suits your contact center client.

The DNIS pool method uses the DNIS to generate the URL.

https://www.inferencecommunications.studioportal.io/studio_instance/api/v1/screenpopdata/YOUR_API_KEY/DNIS/DNIS/format/FORMAT

The ANI-only method uses the ANI of the caller to generate the URL.

https://www.inferencecommunications.studioportal.io/studio_instance/api/v1/screenpopdata/YOUR_API_KEY/ANI/ANI/format/FORMAT

The DNIS and ANI method uses the DNIS and ANI to generate the URL.

https://www.inferencecommunications.studioportal.io/studio_instance/api/v1/screenpopdata/YOUR_API_KEY/DNIS/DNIS/ANI/ANI/format/FORMAT