Troubleshooting: 8x8 Contact Center for ServiceNow

Check out the following troubleshooting items that have helped our customers:

Activity in 8x8 Contact Center does not trigger a screen pop in ServiceNow

  • Under Settings > Integrations > ServiceNow > connect in the integration, make sure that you are connected to integration with ServiceNow.
  • Under Settings > Integrations > ServiceNow in the integration, enable the Auto call log option to automatically generate a call/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.
  • Make sure that a pop-up blocker is not preventing new tabs from opening from ServiceNow.

My screen pop fails in the CRM integration with 8x8 Contact Center

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