# Screen pop down, voice up

- 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.
- Campaign profiles can control pop-up windows. That is a second place, besides the adapter, where a pop is configured. Check both.
- Split voice from the pop
- Check the profile's pop-up control

## Sources and go deeper

- [Technical requirements PDF](https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-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](https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm). vendor. last checked 2026-10.
- [Web adapter requirements](https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm). vendor. last checked 2026-10.
- [RFC 8446, TLS 1.3](https://www.rfc-editor.org/rfc/rfc8446). rfc. last checked 2026-10.
- [RFC 6455, The WebSocket Protocol](https://www.rfc-editor.org/rfc/rfc6455). rfc. last checked 2026-10.