Screen Pop

Screen Pop (Call Pop)

Screen pop, also known as call pop, is a feature in the PortSIP ONE App that automatically opens a web page when you make or receive a call. This allows agents to quickly view contact information before or during a conversation.

A screen pop typically displays relevant data such as:

• Contact or account details

• Information collected through an IVR flow

• Help or prompt content for handling the call

• Data retrieved from a contact management or CRM system

This feature helps agents immediately identify who they are speaking with and respond more efficiently.

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Activating Screen Pop

To enable the screen pop feature:

1. Go to Settings > Screen Pop.

2. Enable Launch an external URL on incoming call.

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Screen Pop Configuration

After enabling the feature, configure the following options:

Open contact from incoming call at:

• Ringing The screen pop opens as soon as the incoming call starts ringing, before the call is answered. This allows the agent to review caller information in advance.

• Answered The screen pop opens when the agent answers the call. This is useful when you want to display information only for active conversations.

• Ended The screen pop opens after the call has ended. This option is typically used for post-call actions, such as call notes, wrap-up tasks, or disposition updates.

Open URL with:

• Embedded window The screen pop opens inside the PortSIP ONE App in an embedded browser window, allowing agents to stay within the application while viewing contact information.

• Default browser The screen pop opens in the system’s default web browser, which may be preferred for full-page CRM interfaces or external web applications.

URL

Enter the screen pop URL. For example:

https://example.com/SA/SearchResults?caller_number=%CALLER&call_id=%CID&session_id=%SID

When PortSIP ONE launches the URL, the following placeholders are automatically replaced with call-specific values:

• %CALLER – The caller’s number, taken from the From header of the SIP INVITE message

• %CID – The value of the Call-ID header

• %SID – The value of the X-Session-Id header

PortSIP ONE also supports the following additional parameters:

• %NAME – The caller’s full name

• %CALLED – The called number

These parameters allow you to dynamically pass call and caller information to external web applications, such as CRM or contact management systems.