Why do the left and right Agent Console panels not show the same information?
For example, here the left panel shows Maria. In the right panel, it shows Test.
- 8x8 Contact Center
The left panel has nothing to do with CRM lookup. The left panel will just display the CLID information in the SIP INVITE from the carrier regardless of what exists in CRM.
In the example above, the SIP f: header is being passed to Contact Center with no value, so we display the caller name field as the phone number instead. But if the invite showed SIP [INVITE] [from: Maria] Maria would be displayed in the left panel.