CRM Screen Pop In Queues¶

Overview¶

When the built-in CRM is enabled on a call-center queue, agents get a CRM screen pop in UCP for every queue call they receive. The pop shows the caller's contact card, their previous calls (cases) and open leads. The agent can identify the caller, take notes, set a disposition and follow up, all without leaving UCP.

Everything the agent records is saved in the same CRM that AI Agents use, so it also appears in the portal under CRM → Cases.

Enabling CRM on a Queue¶

In the portal, open the queue: Contact Center → Config → Queues, or Config → Queues. Select the queue, or click Add.
Expand the CRM section.
Set:

Setting	Value	Effect
Enabled	On	Turns on the screen pop for inbound calls to this queue.
Native CRM	On	Opens the built-in QVOICE Platform CRM in UCP, instead of an external CRM URL. When on, the URL fields are hidden.
Open CRM on answer	Off / On	Off (default): the pop opens while the call is ringing. On: it opens only when the agent answers.

Optionally, in the Disposition section of the same queue, set Restrict Options and choose the Options agents may pick. The screen pop's disposition picker uses this list.
Save the queue.

Tip

Choose Open CRM on answer when agents are in several queues or receive many offers. The pop then opens only for the call the agent actually takes.

Note

With Native CRM off, the same section configures a pop that opens an external CRM URL instead. See CX Queues → CRM screen-pop.

Prerequisites¶

Requirement	Details
Queues	The account must have the call-center queues feature.
Agents	Users must be call-center agents of the queue, logged in to UCP.
CRM module	Keep the account's CRM module enabled (on by default) so the portal can show the resulting cases.
Dispositions	Define dispositions for the queue if agents should classify calls.

What the Agent Sees in UCP¶

When a call from the queue arrives (or is answered, depending on Open CRM on answer), UCP opens a CRM tab for that call. The CRM entry in UCP's sidebar gives access to the open tabs. Each call has its own tab, which the agent closes when done.

The header shows the caller's name (or number), a live call timer, the queue name and a Refresh button. The body has three columns. On narrow screens they are shown as tabs instead.

Contact¶

The caller's contact card: first and last name, phone, email, company, address, classification, source, tags, notes and custom fields.

Known caller: the contact is found automatically by the caller's phone number, and the card is filled in. The agent can correct it and click Update Contact.
Unknown caller: the card is empty and pre-filled with the number. The agent fills in the details and clicks Create Contact.

Call¶

This column is the record of the current call:

Call auto-logged: the call is recorded as a case automatically. This happens straight away for known callers, and as soon as the contact is created for new ones.
Notes: type notes during the call. They save automatically a moment after the agent stops typing, or with Save Note. Each note keeps the agent's name and time.
Set Disposition: classify the call, including sub-dispositions, from the queue's disposition list.
Tags: tag the case.
Follow up: schedule a Callback, Add to Lead (attach the call to an existing lead), or Create new Lead.
Sub-tabs:
- Calls: the caller's previous cases.
- Summary: the AI summary and transcript, when the case has them.
- Notes: every note on the case.

Clicking a previous case opens its detail. It shows the recording, sentiment, summary, status history and linked lead. From there the agent can change the case status (Open / Resolved / Closed, with a note) or override the disposition.

Lead¶

The caller's leads, with the cases linked to each one. Opening a lead shows its detail.

How It Works¶

sequenceDiagram
    participant C as Caller
    participant Q as Queue
    participant U as Agent's UCP
    participant CRM as QVOICE Platform CRM
    C->>Q: Calls the queue
    Q->>U: Offers the call (ringing)
    U->>U: Reads the queue's CRM settings
    alt Open CRM on answer = Off
        U->>U: Opens the CRM tab while ringing
    else Open CRM on answer = On
        U->>U: Opens the CRM tab when the agent answers
    end
    U->>CRM: Look up caller by phone number
    alt Known caller
        CRM->>CRM: Create (or reuse) the case for this call
        CRM-->>U: Contact, leads, previous cases
    else Unknown caller
        CRM-->>U: No contact
        U->>CRM: Agent clicks Create Contact
        CRM->>CRM: Create the case for this call
    end
    U->>CRM: Notes, disposition, tags, status (saved as the agent works)
    CRM-->>CRM: Case visible in portal CRM → Cases

Phone numbers are matched on their digits, so formatting differences, including the North American +1 prefix, still match the contact.
One case is created per call. Refreshing or reopening the pop for the same call reuses that case.
Notes are appended, never overwritten. Status changes are kept in the case history with the agent who made them.

In the Portal¶

Cases created from the screen pop appear in CRM → Cases with the interaction Inbound call, next to the cases created by AI Agents. The agent's notes, disposition, tags and status changes are on the case. The portal's Dispositions summary and Status chips include them.

Use Cases¶

Recognising repeat customers. A support queue enables Native CRM. When a known customer calls, the agent sees their name, company and last three calls before saying hello. The agent can greet them by name and pick up where the previous agent left off.

Capturing new callers. A sales queue gets many first-time callers. While talking, the agent fills in the contact card and clicks Create Contact, and the call is logged. A Create new Lead follow-up puts the prospect into the sales pipeline. The manager reviews it later in CRM → Leads.

AI first, human second. An AI persona qualifies callers and transfers HOT callers to the sales queue. When the agent answers, the screen pop shows the case the AI already created, with the AI Summary. The agent doesn't need to ask the caller to repeat themselves.

Consistent wrap-up. The queue restricts dispositions to Sale, Callback, Not interested and Wrong number. Every agent classifies calls the same way in the screen pop, and the portal's Dispositions summary gives the team lead an accurate picture.

Limitations¶

Queue calls only. Direct calls to an agent's extension do not open the pop.
Inbound only. Outbound calls do not open the native CRM. Enabled Outbound applies only to the external-URL mode.
Hide Tab Close Option has no effect in Native CRM mode: agents can always close the CRM tab.
No agent field on the case. The agent is recorded on each note and status change, not as the case owner.
Desktop Connector. When UCP is connected to the Desktop Connector, the CRM sidebar entry is hidden.
Embedded UCP. When UCP runs embedded in another application, the CRM tab is opened but not brought to the front automatically.