Configure screen pop for outbound calls

You can set up screen pop for outbound calls. When agents place outbound calls by dialing a phone number to existing customers, screen pop can be triggered, displaying the relevant customer record. This allows for outbound screen pop for Custom CRM.

1. Log in to 8x8 Configuration Manager.

2. Go to Integration > Screen Pop.

3. From the list of target CRMs, select Custom.

4. Enter URL: https://<your tenant platform>.8x8.com/SPOP/params.php
   Example: https://vcc-na7.8x8.com/SPOP/params.php

5. Append the desired parameters to the end of the URL.

   1. Combine additional parameters with <&>.

   2. Trigger a screen pop based on one of more of the following events:

   screen pop event	screen pop parameter	Preview	Progressive	Predictive
   When preview dialer occurs	popOutboundAgentPreview=1	Yes	Yes	Yes
   When agent is offered	popOutboundAgentOffered=1	Yes	No	No
   When agent accepts	popOutboundAgentAccepted=1	Yes	No	No
   When destination is offered	popOutboundDestOffered=1	Yes	No	No
   When destination accepts	popOutboundDestAnswered=1	Yes	Yes	Yes
   When call completes	popOutboundCompleted=1	Yes	Yes	Yes
   When call terminates	popOutboundTerminated=1	Yes	Yes	Yes

Example: This URL triggers screen pop when agent is offered the call, when destination party accepts the call, and when post processing is complete. Click here.