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Inbound Calls Are Not Opening The CRM Form in Virtual Contact Center
8x8 Support

Inbound Calls Are Not Opening The CRM Form in Virtual Contact Center

Symptom

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.

Applies To

  • Virtual Contact Center Agent console
  • CRM Form

Resolution

Enable the Screen Pop.

  1. Log into VCC Configuration Manager.
  2. Select Integration.
  3. Check the box for Enable Screen Pop.
  4. Click Save.

The agents will need to log out and log in again.

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