Screen Popping #

Zoho can use the information provided by ~.UcClient.~ to automatically find and load records for the user. ~.UcClient.~ provides 3 options to control when this screen pop occurs:

1. Manual screen pop -> Requires the user to press a button to activate the pop if they require it
2. Screen pop on ringing -> Automatically attempts to pop a record as soon as a new call starts ringing at the user's phone
3. Screen pop on answered (default) -> Automatically attempts to pop a record when a call is answered

Refer to the settings section for more information.

info
~.UcClient.~ will only perform an automatic pop if the CRM tab is in focus. This is to stop multiple CRM tabs all popping to the same record. If there is no CRM tab in focus when the call is ringing/answered, a manual screen pop will need to be performed.

Call Information Area #

The call information area provides details about the current 'Live' call at the user's phone.

Any caller ID, name and dialed number information will be displayed here if available. Queue and Prefix information will also be displayed if provided.

info
If no caller name is provided but there is a Zoho record match, the name of the record match will be displayed instead.

Zoho Information Area #

If there is a Zoho record match on the current call's phone number, the configured Zoho record fields will be displayed in this area.

Depending on the type of record matched, different fields can be displayed.

Multiple Matches #

If there are multiple Zoho record matches with the phone number, 'Multiple Matches' will be displayed in the Zoho information area of ~.UcClient.~.

While on a call with multiple matches, if a matching record is opened by the user (either manually or through the screen pop search windows), the current call will be matched against the selected record by ~.UcClient.~. Any task automatically generated by ~.UcClient.~ when the call ends will be added to that record.

No Matches/New Contact #

If there are no contact matches with any Zoho records for a telephone number, Zoho can be configured to create a new record when the screen pop is requested.

info
If you configure ~.UcClient.~ to automatically screen pop on ringing calls and configure Zoho to create a new record on no match, the resulting new record window is modal and restricts access to ~.UcClient.~ temporarily.