Caller ID Screen Pop is a feature that retrieves and displays customer information from your integrated business system on your desktop or Point of Sale (POS) screen upon answering. When an incoming call is picked up, the NUACOM system conducts a search of the caller's phone number on NUACOM user's integrated system. The search results containing the caller's records are then displayed on a new browser tab to facilitate real-time customer context access for better call management.

Here are the 3 steps you need to follow to be able to use Caller ID Screen Pop:

Step 1: Installing Caller ID Screen Pop app

Our Caller ID Screen Pop works from a different app to the softphone you may be familiar with. The NUACOM Beacon (formerly known as NUACOM Busylight) application must be installed on the user's computer or POS terminal.

For Windows users, please click here to install.

For macOS users, please click here to install.

Please note, after installing our application, macOS users may need to allow our app to run on their computer.

• Please go to System Settings >> Privacy & Security.
• Then, scroll down until the Security section where you will see NUACOM Beacon App.
• Click on Open Anyway button.

Step 2: Configuring Caller ID Screen Pop

After installing the NUACOM Caller ID Screen Pop application on your computer or POS system, you will need to configure it to connect with your CRM's search functionality.

First of all, let’s copy your CRM search result URL format.

• Open your CRM system in a web browser.
• Perform a manual search in your CRM using any phone number.
• Once the search results page is displayed, copy the entire URL from your browser's address bar.

Now, open the NUACOM Caller ID Screen Pop app.

In the left-hand menu, click on Status, and then select the Busy tab.

Click on "Inbound" Toggle to activate it.

Locate the field labelled "Open URL when a call is answered for:" and paste the CRM search result URL you copied into this field.

Replace the phone number you used in your manual CRM search within the pasted URL with the appropriate NUACOM phone number parameter.

There are two parameter options:

• %NUMBER_LOCAL%: Use this if your CRM stores phone numbers in a local format (eg. 087 654 3210).
• %NUMBER_INT%: Use this if your CRM stores phone numbers in an international format (e.g., +353 87 654 3210).

Here are some URL parameters for commonly used ordering systems:

For businesses that use S4D systems:
https://store.[your_domain]/registry#PhoneNumber=%NUMBER_LOCAL%

For businesses that use Shopify:
https://admin.shopify.com/store/[your_account]/customers?start=MQ%3D%3D&search=%NUMBER_INT%

For businesses that use Hubspot:
https://app.hubspot.com/search/[your_account_ID]/search?query=%NUMBER_LOCAL%

Please note that every system has its distinctive URL format.

Step 3 (optional): Preventing Multiple Screen Pop Tabs

Optionally, in order to prevent having our Caller ID Screen Pop opening multiple browser tabs, you can use the third-party Chrome extension "One Tab Only" and add the following URL: https://[your_CRM_domain]/* (eg. https://admin.shopify.com/* for Shopify clients, or https://store.[your_domain]/* for S4D clients). This prevents having a new tab opened every time a new call is answered.