PBX Screen-Pop: See the Customer’s Record the Moment the Phone Rings

When a customer calls your office, the first thirty seconds usually sound the same: “Can I get your name? And the address? Have we been out to your place before?” Meanwhile the person answering is typing a name into a search box, hoping they spelled it right. Today that ritual ends.

We’re launching PBX Screen-Pop — a new integration in the Dispatch Scout Marketplace that connects your office phone system to Dispatch Scout. The moment a call rings, the caller’s client record opens on the agent’s screen: history, address, last job, everything. Before anyone says hello.

Caller ID Tells You a Number. It Should Tell You a Customer.

Every modern phone system shows you the caller’s number. But a number isn’t what your team needs — they need to know it’s Mrs. Alvarez on Maple Street, the one with the two-year-old heat pump and the service plan that renews next month.

Digging that up manually costs time on every single call. Names get misheard and misspelled, callers repeat information they’ve given you three times before, and occasionally someone creates a duplicate client because the search didn’t find the original. It’s a small tax, paid dozens of times a day.

Answering a call with the customer’s history already on screen turns “Can I get your name and address?” into “Hi Mrs. Alvarez — is this about the heat pump we installed?” That’s a different phone call.

How It Works

If your phone system can open a web page when a call comes in — and almost every modern PBX or cloud phone platform can — it can drive a screen-pop. The setup takes minutes:

1. Install PBX Screen-Pop from the Dispatch Scout Marketplace
2. Copy the screen-pop URL from the settings page — a dropdown renders it in the exact placeholder syntax your phone platform expects
3. Paste it into your phone system’s call-popup configuration

That’s it. From then on, when the phone rings, your phone system opens the URL with the caller’s number filled in, and Dispatch Scout looks the caller up and takes the agent straight to the right place.

The Three Outcomes

Every screen-pop resolves one of three ways:

• One match — the caller’s client page opens directly. The agent sees history, address, equipment, and the last job while the phone is still ringing.
• Multiple matches — a picker shows every candidate side by side with name, primary phone, primary property, and most recent job. The agent clicks the right one.
• No match — a new-client form opens, pre-filled with whatever the phone system sent: name, phone, email, even the address. The agent reviews and saves — the screen-pop never creates a client on its own, so no duplicates.

Even a brand-new caller becomes a head start instead of a blank form.

Works With the Phone System You Already Have

PBX Screen-Pop isn’t built for one phone vendor. It works with Yeastar P-Series, Vonage, Twilio agent desktops, RingCentral, 3CX, Grandstream — and anything else that can open a URL containing the caller’s phone number.

For Yeastar P-Series users, there’s a dedicated setup path: pick Yeastar from the dropdown, copy the URL, and paste it into the Linkus client’s Call Popup preferences. Set the trigger to Ringing and the record pops while the phone is still ringing.

For everything else, the Generic option gives you a URL with placeholder variables you swap for your platform’s own syntax. Only the caller’s phone number is required — everything else (name, email, address, dialed number, agent extension) is optional and just makes the pop smarter.

Smart Matching, Not Just Exact Matching

Phone numbers are messy — formatting, country codes, office lines vs. mobiles. Dispatch Scout handles that:

• Numbers are normalized before matching — formatting and country codes are stripped
• Matching runs against the Phone and Mobile fields on every active client and their contacts
• If two clients share a number and your phone system also sends the caller’s address, Dispatch Scout narrows by address before showing the picker
• If the phone doesn’t match anyone but the address does, the agent lands on that client’s page with a banner suggesting a phone-number update

Opening the Right Tab

By default the screen-pop opens the client’s main page, but you can point it wherever your team works. Add a screen parameter to open the Jobs, Invoices, Notes, Equipment, Properties, Contacts, or Service Plans tab directly — or turn on the setting that opens the Service Plans tab automatically whenever the matched client has an active plan.

Test Before You Touch Your Phone System

The integration page includes two one-click test URLs: one simulates a single-match pop using a real client from your account, and one simulates the multi-match picker. You can verify the whole flow end to end from your browser before changing anything in your phone system.

Security and the Call Log

Every install gets a unique 32-character account token embedded in the screen-pop URL, so only your phone system can trigger pops on your account. If the URL ever leaks — a departing employee, an accidental forward — regenerate the token with one click and the old URL goes dead immediately.

The settings page also shows your recent screen-pops: when each call hit, the number, whether it matched one client, several, or none, and which agent took it. Lots of “no match” results is a quick signal that your client phone numbers need cleanup or a variable is mapped wrong in your PBX.

Getting Started

PBX Screen-Pop is available now for all Dispatch Scout accounts:

1. Go to the Marketplace and install PBX Screen-Pop
2. Toggle on Enable PBX screen-pops and save
3. Pick your phone system from the dropdown and copy the URL
4. Paste it into your phone system’s call-popup settings
5. Run the built-in tests, then take a real call

One note: this is a browser screen-pop, not a phone service — it doesn’t answer, route, or record calls. If you want tracking numbers, recordings, and marketing attribution, that’s our built-in Call Tracking — the two work great together.

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Dispatch Scout is field service management software built for growing service businesses. From scheduling and dispatch to invoicing, call tracking, and now PBX screen-pops — it’s everything your operation needs in one platform.