Configuring the integration

To integrate 8x8 Contact Center with your CRM, you have to configure screen pop settings in 8x8 Admin Console. The configuration requires you to select custom CRM settings, specify events that trigger screen pop of customer data, and specify screen pop window properties in 8x8 Configuration Manager.

The events triggering a screen pop may be one or all of the following:

  • An agent is offered an interaction
  • An agent accepts an interaction
  • An agent completes an interaction