Solved Customer record should only pop-up when I pick up an inbound call. Not when its ringing

[David_FIO]

Hi,

the crm integration works like charm. When a customer is calling, the customer record popUp appear when its ringing.
In our case the call appears to multiple agents. So the customer record popUp appears for every agent.
Is it possible to configure that the popUp only apper when a agent picks up the call?

Kind regards
David

 

[Evolute IT]

The only way is to disable the CRM Integration URL opening and use the custom URL.

 

[edossantos]

The only way is to disable the CRM Integration URL opening and use the custom URL.

But in this case you will not get a popup with the URL returned by the CRM integration.

Is it possible to configure that the popUp only apper when a agent picks up the call?

The best you can do in this case is configuring the Web Client > Settings > Integration > Off. This way, the Web Client will not popup the contact record, but you will still see the icon to manually launch it. Then, when the agent is about to answer the call, he/she should click on this icon to launch the popup, and then answer the call.

 

[David_FIO]

Thanks @edossantos. This is the solution for our problem.