Check out the following troubleshooting items for Virtual Office for ServiceNow:

Inbound calls go straight to voicemail and/or cannot make outbound calls.

Make sure you are logged in to the Virtual Office desktop or mobile apps, or have a working desk phone.

Activity in Virtual Office does not trigger anything in ServiceNow.

My screen pop fails while integrated with Virtual Office.

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