Screen Pop Integration enables administrators to define profiles that surface external data to agents at the moment a relevant interaction event occurs. When the configured event triggers — such as a call being presented, an agent answering, or a chat starting — the system automatically opens a web page with live call data embedded as URL parameters.

Two delivery methods are supported: an embeddable link that opens within the Contact Center Agent Client or in a new browser tab, and the Partner CRM integration for organizations using the Xima CRM Integrator application.

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Version Requirement
Screen Pop Profiles require CCaaS version 4.0.9 or newer.

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CRM must support URL-embedded parameters
For screen pops that load a caller's CRM record based on phone number or other call data, the CRM must support loading a URL with embedded query parameters. Contact the CRM administrator to confirm this capability before configuring a profile.

Accessing Screen Pop Integration

Log into Xima CCaaS with an account that has Supervisor or Admin permissions
Navigate to API Enablement > Screen Pop Integration
All configured Screen Pop Profiles are listed in the management panel

Creating a Screen Pop Profile

Click the + icon to add a new profile
Configure the profile fields (see below)
Use the Test option to verify the configured URL opens correctly and reflects the expected parameters
Click Save

Use Cases

Open a caller's CRM record automatically when an agent answers a call
Surface a search results page in a helpdesk system based on the caller's phone number
Pop a custom internal web page with caller details when a chat interaction starts
Allow agents to manually trigger a screen pop from the call details pane

Screen Pop Profile Configuration

Field	Description
Profile Name	A name to identify the Screen Pop Profile in the management list.
Agent screens to pop	A role selection. When the configured event occurs, agents in the selected role will receive the screen pop. Agents not assigned to the role will not be affected.
Pop the screen when	The event that triggers the screen pop: - `Call Presenting` (ringing the agent) - `Call Connected` (agent answers) - `Chat Started` (webchat initiated) - `Call Completed` (interaction disconnects) - `Manually Triggered` (agent initiates from the call details pane).
Method	The delivery method for the screen pop: - `Embeddable Link` opens a URL directly - `Partner CRM Integration` uses the Xima CRM Integrator application and requires additional licensing
Target Window	Controls where the pop renders: - `External (New Window)` opens the URL in a new browser tab - `Embedded (Agent Client)` opens within the Contact Center Agent Client as an active media panel
Target URL	The base URL that will be opened when the event triggers. Call data can be embedded into this URL using the URL Parameters configuration or by inserting variables directly.
Parameters	Optional parameters that append call data to the Target URL as query string values. Each parameter maps a key name to a system value from the current interaction.

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Embedded link dependency
Link embedding depends on the target website's permissions. If the site does not allow iframe embedding, the pop may not display correctly within the Agent Client. Use External (New Window) as an alternative, or contact the website administrator.

URL Parameters

Each URL parameter entry consists of two parts:

Key — the parameter name as the CRM or target system expects it (e.g., q, phone, caller_id). This value is defined manually and determines what appears in the URL before the =.
Value — a CCaaS system variable that gets replaced with live call data when the event fires. Selected from the dropdown; the variable name itself never appears in the URL.

For example, a parameter with key q and value External Number produces ?q=8885552571 in the triggered URL.

A static text string can also be entered as the value in place of a system variable — useful for passing a fixed string the CRM always expects.

The following system values are available:

Variable	Resolved Value
`<Account Codes>`	A comma-delimited list of account codes associated with the interaction (e.g., `1001,1002,1003`).
`<Agent>`	The agent associated with the call or chat that triggers the pop.
`<Call Direction>`	The direction of the call. Options: `Internal`, `Inbound`, `Outbound`, `Intersite`.
`<Caller Name>`	The caller ID name as provided by the carrier.
`<DNIS>`	The DNIS associated with the last event on the call.
`<Call ID>`	The longform UUID of the call. Not to be confused with caller ID.
`<Email>`	The email address provided by the external party on a chat interaction.
`<Empty Value>`	An empty string.
`<External Number>`	The phone number of the other party associated with the last event on the call.
`<External Party Name>`	The name provided by the external party on a chat interaction.
`<Group/Skill>`	The skill group associated with the last event on the call.
`<Location>`	On inbound calls, the location of the calling party's number. On outbound calls, the location of the dialed party's number.
`<Media ID>`	The longform UUID of a call, message thread, or email (e.g., `687bc140-a88a-437c-9007-4538161acb14`).
`<Report Media ID>`	The unique short-form cumulative ID for the interaction — the number shown in the first column of Cradle to Grave.
`<Time>`	The start time of the call expressed in milliseconds since January 1, 1970, 00:00:00 GMT.
`<Tag>`	A comma-delimited list of tags associated with the call events.

A static text string can also be entered as a parameter value in place of a system variable.

Custom Target URL

Rather than using the URL Parameters menu, variables can be inserted directly into the Target URL field. This allows full control over the URL structure — including the position and format of each embedded value.

Insert variables using the variable+name syntax at the exact position in the URL where the value should appear.

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Best Practice
When using variables directly in the Target URL, leave the URL Parameters section unconfigured. Parameters appended via both methods would embed the same values twice.

CRM Integration

The Partner CRM Integration method — available when Method is set to Partner CRM Integration — connects the Contact Center Agent Client to a supported CRM system through the Xima CRM Integrator desktop application. This method requires additional CRM Integration licensing.

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Licensing Requirement
CRM Integration requires dedicated licensing per agent. Agents not licensed for CRM Integration will not receive screen pops configured to use this method.

Key Features

Click-to-Dial — Agents can click a phone number displayed in the CRM browser and have it dial automatically through the Agent Client.
Caller Preview — Displays CRM record information for an incoming caller before the agent answers, based on the caller's phone number.
Contact Popping — Automatically or manually opens a CRM contact record based on caller data when a configured event occurs.
Address Book — Allows agents to search their CRM address book and initiate calls directly from the Agent Client.
Activity Logging — Logs call activity — including notes and record links — back to the CRM system, with a link connecting the CRM record to the corresponding Cradle to Grave entry.

Supported CRM Integrations

Over 300 CRM integrations are supported through the Xima CRM Integrator.

A partial list of supported CRMs includes Salesforce, HubSpot, Zendesk, Microsoft Dynamics 365, Zoho CRM, ConnectWise, ServiceMax, NetSuite, Pipedrive, and many others.

Contact Xima Support to confirm support for a specific integration not listed in the application.