Troubleshooting

Check out the following troubleshooting issues:

  • Under Settings > Integrations > MS Dynamics in the 8x8 Contact Center for Microsoft Dynamics or Virtual Office for Microsoft Dynamics, make sure that you are connected to integration with Microsoft Dynamics.

  • Under Settings > Integrations > MS Dynamics, enable the following options:

    • Auto Call Log: Enable this option to automatically generate a call and chat log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.
    • Call Log Pop: Enable this option to view the call log pop in a browser tab once the interaction is terminated.
    • Auto Single Match Record Pop: Enable it to pop the record details in a browser tab so the agent can preview and prepare for the call.
  • Make sure that a pop-up blocker is not preventing opening of new tabs in Microsoft Dynamics.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

    1. Click the More icon in the top-right corner of your Chrome browser window.
    2. Select Settings from the menu.
    3. Click Advanced at the bottom of the page.
    4. Under Privacy and Security, click Clear browsing data.
    5. Select the following check boxes from the list:
      • Cookies and other site data.
      • Cached images and files.
    6. Click Clear Data.
    1. Click the More icon in the top-right corner of your Chrome browser window.
    2. Select Settings from the menu.
    3. Click Advanced at the bottom of the page.
    4. Under Privacy and security, select Site settings.
    5. Under Unsandboxed plugin access, click Add next to the Allow section.
    6. Enter <cloud8.8x8.com>, and confirm.