To enable Virtual Contact Center agent accounts for CRM Integration, agents must save their CRM login credentials in the profile.
To enable an agent account for integration:
Note: The integration fails if you do not select this option.
If you set up to open a new window for screen pop, a window pops up, logging you in to CRM. You can perform all your CRM account activities from within Agent Console. Based on the settings, when an incoming call is offered, accepted, or completed, the matching record(s) pop in the same window as the Agent Console, or in a new window.
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