Caller ID Example Application

Many software designers envision a Caller ID system in which the customer record automatically pops up for employee without any user intervention. While this scheme might be appropriate in a single phone line, single computer environment, there is a far better method being used in a multiple line, multiple workstation scenario. It involves allowing the user to select which call to pop up and when.

When users are allowed to control the pop up screens, a host of benefits can be derived from the fact that any workstation can pop up any phone call, on any line, at any time.

• Calls placed on hold can be serviced from any workstation.
• Customer records for transferred calls can be seen at both the original computer and the destination computer.
• A manager or employee can pull up the customer record on a neighboring workstation in an attempt to assist the employee on the phone call.
• Multiple calls arriving simultaneously on multiple lines are easily handled by the employee. They simply notice which phone line they're on and select it on screen.

The Example application provides the software designer a graphical representation of what type of information the user might see and how they would invoke a customer record pop up in a multi-line environment.