Troubleshooting
Check out the following troubleshooting issues:

- Under Settings
> Integrations > MS Dynamics in 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.
-
Auto multi match record pop: Enable it to pop the record when multiple matches are found. The browser pops the call record details for the first match in a new browser tab. You can select to match the call to another user from the Search tab. Click
next to the desired record to view the details.
-
Account: Enable this option to allow the integration to search for an existing account record. This option is enabled by default.
-
Contact: Enable this option to allow the integration to search for an existing contact record. This option is enabled by default.
- Lead: Enable this option to allow the integration to search for an existing lead record. This option is disabled by default.
-
Case: This option is only supported for Microsoft Dynamics Customer Service. Enable this option to allow the integration to search for an existing case record. This option is disabled by default.
- 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.
- Click the More
icon in the top-right corner of your Chrome browser window.
- Select Settings from the menu.
- Click Advanced at the bottom of the page.
- Under Privacy and Security, click Clear browsing data.
- Select the following check boxes from the list:
- Cookies and other site data.
- Cached images and files.
- Click Clear Data.
- Click the More
icon in the top-right corner of your Chrome browser window.
- Select Settings from the menu.
- Click Advanced at the bottom of the page.
- Under Privacy and security, select Site settings.
- Under Unsandboxed plugin access, click Add next to the Allow section.
- Enter <cloud8.8x8.com>, and confirm.

