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8x8 Support

Inbound Emails Are Not Triggering Screen-Pops 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.

If the above does not resolve, please ensure that 'email' is checked under 'trigger a Popup Window'

scrnpop.png

Cause

The screen-pop Target Type is set to a third-party CRM or screen pop has not been set to popup when receiving incoming e-mails.