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Enable or Disable Screen Pop for 8x8 Contact Center

Objective

Enable the screen pop option in 8x8 Contact Center.

Applies To

  • Configuration Manager for Contact Center
  • Screen Pop
  • External CRM

Procedure

  1. Log in to Configuration Manager for Contact Center.
  2. From the left menu, select Integrations.
  3. Select Screen Pop.
  4. Check the box to Enable Screen Pop.
  5. Select your integration type (local in this example).
  6. Save your changes.

     
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Additional Information

The same process applies when you want to activate Screen Pop for external CRMs, but instead of chosing Local, you can change it to NetSuite, Zendesk, Zoho, Salesforce, or Microsoft.
To enable an external CRM integration for a tenant, you have to configure screen pop settings in Configuration Manager for Contact Center. You need to select a target CRM, specify events that trigger screen population of customer data, and specify screen pop window properties. An agent has to then save the login credentials of the external CRM account in the agent’s profile. Integration enables searching for records containing phone data matching caller ID, and pops up the corresponding record for specific events.
For more information regarding Screen Pop, see our Configuration Manager for Contact Center Product Documentation.