---
title: "Overview of screen pop"
slug: "overview-of-screen-pop"
updated: 2026-07-23T10:07:29Z
published: 2026-07-23T10:07:29Z
canonical: "help.8x8.com/overview-of-screen-pop"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview of screen pop

In **8x8 Contact Center**, **screen pop** describes the mechanism that enables a third-party CRM to display supplementary information in an HTML page that pops into the **8x8 Contact Center** agent's browser.

**8x8 Contact Centerscreen pop** directly supports the following CRM applications:

- **NetSuite**: Use Integration > Screen Pop in **8x8 Configuration Manager** to specify the **NetSuite** account ID used to access the **NetSuite** CRM. The agent email address and password (used to log in) are set in the agent's profile in **8x8 Agent Console**.
- **Salesforce**: Configure Integration > Screen Pop in **8x8 Configuration Manager**, and set up the external username and password in the agent's profile in **8x8 Agent Console**.
- **Zendesk**: Configure Integration > Screen Pop in **8x8 Configuration Manager**, and set up the external username and password in the agent's profile in **8x8 Agent Console**.
- **Microsoft Dynamics**: Configure Integration > Screen Pop in **8x8 Configuration Manager**, and set up the external username and password in the agent's profile in **8x8 Agent Console**.
- **Custom CRM**: **8x8 Contact Center** allows custom CRM integration. For more information regarding custom CRMs, consult the 8x8 Support team.

**Screen Pop Event Types**

A **screen pop** is triggered by events or by steps in the process of handling an interaction. You can configure **screen pop** for one or more events. There are three events that can cause a **screen pop**:

- Agent is offered an interaction, but has not yet accepted.
- Agent accepts an interaction (for example, is connected to a caller).
- Agent completes an interaction (for example, hangs up after a call).

**Screen Pop Data Exchange**

The following sequence must be performed to enable **8x8 Contact Center** to transmit a **screen pop** request to a third-party CRM.

1. **8x8 Contact Center** uses the information you entered in the **screen pop** tab to transmit interaction parameters to the third-party CRM as an HTTP POST message. The following table summarizes **screen pop** parameters transmitted by **8x8 Contact Center** in HTTP Post message:

| **screen pop** parameter | Description |
| --- | --- |
| Channel | **8x8 Contact Center** channel name that received the interaction |
| Queue | **8x8 Contact Center** queue name that received the interaction |
| ANI | For phone channels, the caller's ANI information |
| Wait Time | The length of time this interaction waited before being accepted by an agent |
| Event | Interaction statuses: offered, accepted, or completed |
| Media | **8x8 Contact Center** phone, voicemail, chat, and email channels |
| ExtVar1, ExtVar2 | Optional CRM-specific variables |
2. The third-party CRM uses the received information to access its database, construct a pop-up message about the interaction, then transmit the pop-up message to **8x8 Agent Console**, processing the interaction.