How do I enable screen pop (contact lookup)?

In CX-Engine, go to CRM Connector > Settings. Toggle on the Contact Lookup feature at the general level, then check the specific integrations you want it to apply to. Once enabled, CX-Engine will query your CRM as each call comes in, match the caller's number against contact records, and surface the matching record to the agent before they answer.

How does call logging work once it is enabled?

Enable Call Logging in CRM Connector > Settings, then select which integrations should receive logged calls. From that point, every inbound and outbound call is automatically recorded in your CRM the moment the call ends: duration, status, direction, agent name, timestamp, and any other fields you have mapped. Nothing needs to be done manually per call.

What is call data enrichment and when do I need it?

Call data enrichment retrieves additional information from the PBX that the native CRM connector does not transmit: the specific direct line (DID) the contact dialed, individual call segments when calls are transferred, and audio recordings. It requires an active PBX association in CX-Engine. Enrichment is also a prerequisite for Insights AI features such as transcription, sentiment analysis, and call summaries.

How does CX-Engine decide which CRM record to display during a screen pop?

CX-Engine queries integrations in the order you define in the Settings menu. Within each integration, it searches the CRM tables you have configured, also in order. The first record that matches the caller's phone number is used; remaining integrations or tables are not queried once a match is found. If no match is found across all configured lookups, the call is processed without contact data, so the agent can still answer normally.

Can I map custom fields from my CRM to call log entries?

Yes. CX-Engine provides a drag-and-drop field mapping interface. It exposes a comprehensive set of predefined call fields (caller number, called number, duration, agent, status, timestamps, and more) that you can map to any field in your CRM. Fields requiring PBX enrichment (segments, recordings, DID) are clearly marked. You can also map AI-generated fields such as transcription, sentiment score, and call summary when the Insights AI add-on is active.