CRM
Screen pop down, voice up
Plus adapters, version lists that age, the SDK, and Salesforce inside the IVR.
CRM integrations ยท practice ยท 12 min full read
This is the signature adapter incident. The caller is heard. The record is not on screen. Causes you can cite: WSS blocked, TLS 1.1, the wrong CRM chapter, an unassigned campaign profile that was supposed to control pop-up behavior, or a connector pointed at a dead URL.
- Split voice from the pop
- Check the profile's pop-up control
Campaign profiles can control pop-up windows. That is a second place, besides the adapter, where a pop is configured. Check both.
Split the paths.
Order the checks
Write WSS, TLS, chapter, profile, URL in the order you would test.
- WSS
- Right chapter
- Profile pop-up
- URL
Voice is not in the fix list.
- Voice proves the pop? No.
- Profiles and pop-ups? Yes, they can control them.
- TLS 1.1? Unsupported.
- Dead URL? Blank screen.
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- Campaign profiles. vendor. last checked 2026-10.
- Web adapter requirements. vendor. last checked 2026-10.
- RFC 8446, TLS 1.3. rfc. last checked 2026-10.
- RFC 6455, The WebSocket Protocol. rfc. last checked 2026-10.
Glossary. RFC 3261: The SIP specification. It does not choose your dial plan. RFC 3261
Sister technologies. Statistics and Reporting web services. Two different API names. A wallboard and a standard report are different pipes. APIs and SDKs
Config. Write WSS, TLS, chapter, profile, URL in the order you would test.
Troubleshooting. The pop returned and nobody knows why. Retest one change at a time in a lab domain.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.