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Troubleshooting

Try the following troubleshooting procedure to resolve the most common integration issues:

When I open the integration tab in Agent Console, the tab is blank.

Issue: The integration has a limitation that restricts populating the home page within the Agent Console browser window. Only Window mode is supported with Office 365 authentication.

Possible fix: Change your settings under Window Properties:

  1. Log in to Configuration Manager.
  2. Go to Integration > Screen Pop.
  3. Under Window Properties, select the check box for Open new window for Screenpop.
  4. If you allowed agents to change screen pop, make sure the agents have the same settings in the agent Profile. For details, refer to External Setup.

 


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