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DDE-based screen pop

The simplest way to pop an application is to use Dynamic Data Exchange (DDE), an inter-process communication method that allows applications to exchange data and commands. DDE actions can be configured in the Customer Interaction Center to launch an application on an agent's desktop when a call (or other communications event) alerts for that agent in Interaction Desktop.

Note:
Interaction Desktop is the software phone application that adds the sophistication of executive telephones to any telephone handset. Interaction Desktop makes it easy to answer, record, conference, place, and transfer calls. Businesses and call centers use Interaction Desktop to manage customer interactions at the desktop.

Most Windows business applications provide a DDE interface. For example, Interaction Desktop can launch Excel, Word or any DDE-compliant custom application on an agent's desktop when a call alerts for that agent.

DDE is based on the concept of client and server applications. The third-party application that sends data is known as the DDE server. The application that receives and manipulates data (or commands) from the server is referred to as the DDE client.

Interaction Desktop functions as a DDE client only. It cannot be used as a DDE server. Interaction Desktop can pass messages to invoke other DDE-enabled applications when a call alerts, disconnects, or is transferred from an agent's station, but it cannot accept commands from applications.
The data passed from CIC to the DDE server (third party application) can include the caller's ID and any other attribute information associated with that interaction.

No programming is required to take advantage of Interaction Desktop's built-in DDE support. To pop applications when calls arrive on a workgroup or user queue, the requirements are:

Interaction Desktop must be running on the agent's system. It can be minimized.
The application to pop must conform to Microsoft DDEML specifications. In other words, it must support DDE.
The application to pop must be installed on the agent's workstation in the System Path.
The application to pop must be defined as an action in Interaction Administrator.
The DDE action must be registered with a specific user or workgroup queue. That tells CIC to notify Interaction Desktop when it should pop the application in response to a communications event, such as a call alerting on the queue.

The ability to pop familiar application software saves time, money, and internal training costs. DDE integration with Interaction Desktop conserves resources, especially for agents who are familiar with a customer support application.