Configure screen pop for outbound calls

You can set up screen pop for outbound calls. When agents place outbound calls by dialing a phone number to existing customers, screen pop can be triggered, displaying the relevant customer record. This allows for outbound screen pop for Custom CRM.

  1. Log in to 8x8 Configuration Manager.
  2. Go to Integration > Screen Pop.
  3. From the list of target CRMs, select Custom.
  4. Enter URL: https://<your tenant platform>
  5. Append the desired parameters to the end of the URL.
    1. Combine additional parameters with <&>.
    2. Trigger a screen pop based on one of more of the following events:
    screen pop eventscreen pop parameterPreviewProgressivePredictive
    When preview dialer occurspopOutboundAgentPreview=1YesYesYes
    When agent is offeredpopOutboundAgentOffered=1YesNoNo
    When agent acceptspopOutboundAgentAccepted=1YesNoNo
    When destination is offeredpopOutboundDestOffered=1YesNoNo
    When destination acceptspopOutboundDestAnswered=1YesYesYes
    When call completespopOutboundCompleted=1YesYesYes
    When call terminatespopOutboundTerminated=1YesYesYes

Example: This URL triggers screen pop when agent is offered the call, when destination party accepts the call, and when post processing is complete. Click here.