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

Inbound Email Not Triggering Screen-Pop for Virtual Contact Center Agent

Symptom

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

Applies To

  • Virtual Contact Center
  • Agents
  • Inbound Emails
  • CRM

Resolution

  1. Log into VCC 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.