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8x8 Support

Agent Workspace Left Panel Shows Different Information Than the Right Panel in 8x8 Contact Center


Why do the left and right Agent Workspace panels not show the same information?

For example, here the left panel shows the phone number. In the right panel, it shows 8x8, Test.


Applies To

  • 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.

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