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Agent console left panel shows different information than the right panel in Virtual Contact Center
8x8 Support

Agent console left panel shows different information than the right panel in Virtual Contact Center

Question 

Why does my Left panel have a different name or show a number when the right panel is showing the person in the CRM? 

For Example: 

Left panel shows a name i.e. in this example Maria

clipboard_eaab1326751eef8e97aff2acdba3b3eab.png

Right CRM panel shows the words Test which doesn't show in the left panel.

clipboard_ee2e8eccd76c0519c0d41af76f9024d54.png

Applies To

VCC

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 case the SIP f: header is being passed to VCC 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.