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

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

Question

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

For example, here the left panel shows Maria. In the right panel, it shows Test.

clipboard_eaab1326751eef8e97aff2acdba3b3eab.png clipboard_ee2e8eccd76c0519c0d41af76f9024d54.png

Applies To

  • 8x8 Contact Center

Answer

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.