View caller info pop-up

If your organization tracks of customers on a site or in an application, you can configure 8x8 Work for Desktop to bring up additional information on the call number in your browser. Based on the phone number of an incoming call, the system extracts more information from a URL that you specify. For example, search for call number information on Google, and view more context about the caller or the intended callee before you accept the call.

Let's say that the Acme Health organization uses an application to track of their customers, so that customer information is always on hand. By entering a URL appropriate to their application in 8x8 Work for Desktop, an agent or receptionist can set up call info pop-up to display one of the following:

• Caller info pop-up: As an agent answering a call on behalf of the Acme Health veterinary branch, you can quickly view details on a caller, such as their last appointment, their pet's health history, and much more!
• Callee info pop-up: As a receptionist for the greater Acme Health clinic, you can instantly identify whether a call is intended for the pediatric unit, the veterinary branch, or more!

Note: You can enable pop-ups for either inbound or outbound calls, but not both at once.

To set up caller or callee info pop-up:

1. Go to Settings > Caller info pop-up.

2. Under App or web URL for caller info pop-up, enter a web or application URL with a search query to search for a caller or callee number, username, or extension. The extension allows the customer; service for that URL to return custom information based on who answers. For example, we create a URL that searches for any information related to the phone number on https://www.google.com. To display information from a Google search with the caller's number, enter the URL:hppts://www. google.com/search?q=%%CallerNumber%%.

   • Start the search string by entering a specific site or app base URL (in our case, <https://www.google.com/>).
   • Append a search query appropriate to the base URL (for https://www.google.com, we enter the query <#q=>).
   • Finish the search string by appending the request for the phone number (<%%CallerNumber%%> for caller information, or <%%CalleeNumber%%> for callee information).

   

   When an unsafe protocol is employed to display caller information a warning displays. While useful, this pop-up feature poses a risk of compromising the user's computer if an unsafe protocol is activated, as it can access the command utility and execute arbitrary commands.

   Notes:
   - A warning pop-up appears when a caller information display uses an unsafe protocol.
   - All protocols that do not start with ‘http:’, ‘https:’ or ‘mailito’ are considered unsafe.
   - To avoid security vulnerability, enter only commands approved by your IT administrator into your pop-up. An unsafe protocol can potentially compromise the user's computer by accessing the command utility and executing arbitrary commands.

3. Once you enter your URL, you see options to:
   • Select which number format you want to use for the search that runs automatically in the pop-up. Depending on which site or application you are referencing in your URL, different number formats are more effective than others for producing useful information. Most users in the United States may prefer National format, and most European users would use E164, but ensure that the number format you are using is the same format that works best for the site or app referenced in your URL.

   • View a pop-up while an incoming call is still ringing, or only have the pop-up appear once you answer the call:

     • Click the Pop-up when incoming call is ringing option if you want to view a pop-up while it is still ringing.
       Or
     • Click the Pop-up when incoming call is answered Option if you want the pop-up info to appear once you answer the call.

   • Enable pop-up viewing for:

     • Warm transfers: Switch ON the Pop-up also for warm transfers toggle to automatically search for external callers after completing a warm transfer.
     • Outbound calls: Switch ON the Pop-up also when placing outbound calls toggle to search for external callers when making outbound calls.
     • Internal calls: Switch ON the Pop-up for internal calls toggle to automatically search for internal callers.
4. Your URL and selected number format are saved automatically; all incoming calls you receive are accompanied by a caller or callee info pop-up in your browser based on your URL.

Notes: 
- By default, the pop-up options are off.
- If the caller ID is blocked by the caller, the URL is unable to pull up information based on a number, and no caller info pop-up appears.

To get information about the external caller after completing a warm transfer:

1. Go to Settings > Caller info pop-up
2. In the App or web URL for caller info pop-up box, enter the URL with the desired macros to display information from a Google search using the username and extension (%%UserName%% and %%Extention%%).

3. Enable the new settings by switching ON the Pop-up also for warm transfers toggle.

   

4. You are now ready to receive and transfer a warm call and get the information in the browser. After you transfer the call, in the app or web page specified in the URL, you can see the relevant call and user information based on what you've set in the Caller Info Pop-up field.