Problem

After upgrading NetSuite to version 2014.2, screen pops no longer appear while using the Virtual Contact Center (VCC) for NetSuite integration.

Cause

Previously, when using the VCC Integration, NetSuite contact information was embedded in iframes within the same browser as the agent console. NetSuite 2014.2 no longer supports this behavior, and VCC will instead have to be accessed in an entirely separate window.

Resolution

To open a new window for screen pops

  1. Navigate to the VCC Configuration Manager.
  2. Click Integration from the left-hand menu.
  3. Click the Screen Pop tab.
  4. Under Window Properties, check the box for Open new window for screenpop.
  5. Click Save.

Screen pops will now appear in a separate window without the use of an iframe.