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Determine Contact Record Preview

8x8 Virtual Office for Zendesk takes the inbound phone number from the calling party and compares it to Contacts within the Zendesk database. When a match is found, the contact detail record pops up, providing the agent with information about who is calling, and presents interaction history with that contact. This process is commonly referred to as Screen Pop.

As an agent, you can configure screen pop from within Virtual Office for Zendesk.

To set up screen pop:

  1. Go to Menu > Settings.
  2. Under Behavior, you can choose to:

 


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