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Inbound Email Not Triggering Screen-Pop for 8x8 Contact Center Agent
8x8 Support

Inbound Email Not Triggering Screen-Pop for 8x8 Contact Center Agent

Symptom

An agent is not receiving a screen-pop in the Local CRM when receiving an inbound email.

Applies To

  • 8x8 Contact Center
  • Contact Center Configuration Manager
  • Agents
  • Inbound Emails
  • CRM

Resolution

  1. Log in to Contact Center Configuration Manager.
  2. Go to Integration.
  3. Navigate to the Screen Pop tab. 
  4. Verify that Target Type is set to Local.
    Integration_ScreenPop.JPG
  5. Click Save.

Cause

The screen-pop Target Type is set to a third-party CRM.