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External Setup tab not present in Agent Workspace, My Profile

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Symptom

The external Setup tab is not present in Agent Workspace, My Profile

Agent Workspace My Profile External Setup.png

Applies To

  • Contact Center

Resolution

For the External Setup tab to show the below 3 conditions must be met:

1. In Configuration Manager for Contact Center > Integration > Screen Pop > Enable Screen Pop should be checked
2. In Configuration Manager for Contact Center > Integration > Screen Pop > Target Type > Should not be Local
3. In Configuration Manager for Contact Center > Home > Profile >  Allow Agent to Change Screenpop should be true

Integration Screen Pop Configuration Manager.png

Allow Agent to Change Screenpop Configuration Manager.png