Virtual Contact Center is configured with the VCC CRM.
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.
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.