Inbound calls should display the CRM data if the caller already exists in the CRM or should display the form for the agent to manually enter new information.
But when a call comes in, the data or the form is not displayed.
- Virtual Contact Center Agent console
- CRM Form
Enable the Screen Pop.
- Log into VCC Configuration Manager.
- Select Integration.
- Check the box for Enable Screen Pop.
- Click Save.
The agents will need to log out and log in again.