# Set up Call Popup

Once Cloud Voice is connected to Bitrix24, the CRM (Customer Relationship Management) record for an incoming caller opens automatically in a new browser tab whenever an extension user takes a call from a known contact. This screen-pop saves the user from searching for the contact by hand. You can change that behavior per extension: tie the popup to a specific point in the call, or leave it up to the user to open the record on demand.

## Before you begin

Make sure you have already [integrated Cloud Voice with Bitrix24 CRM](/pbx/integrations/bitrix24/integrate-cloud-voice-with-bitrix24-crm/).

## Configure the popup for an extension

1. Sign in to the Cloud Voice management portal and go to **Extension and Trunk > Extension**.
2. Locate the extension that belongs to the CRM user and click the edit icon ![Edit an extension](/images/pbx/edit.png) next to it.
3. Open the **Cloud Voice App** tab, find the client you want to configure, and select **Open Contact URL Using System-Integrated CRM**.

   :::note
   The **Cloud Voice App** tab lists each app the extension can sign in to (web, desktop, and mobile). Set the popup on the client (or clients) the user actually works from. The **Open Contact URL Using System-Integrated CRM** checkbox is what turns the popup on: if it stays clear, no record opens for that client.
   :::
4. Under **Popup Method**, choose how the contact record should open.

   - To have the record open on its own, select **Automatically (Only for Incoming Calls)**, then pick the moment it appears from the **Trigger Event** list:

     ![Popup method set to automatic with a trigger event selected](/images/pbx/call-popup-event.png)

     - **Ringing**: the record opens as soon as the inbound call from a CRM contact starts ringing.
     - **Answered**: the record opens when the user answers the call.
     - **Call End**: the record opens after the call with the contact finishes.

     :::tip
     **Ringing** works best for most agents: the caller's record is already on screen before they pick up, so they can greet the contact by name.
     :::

   - To let the user decide when to open the record, select **Manually**.
5. Click **Save**.

## What the user sees

- With automatic popup enabled, a new browser tab opens at the configured trigger event and shows the caller's Bitrix24 record.

  
  ![Cloud Voice, a Bitrix24 contact record opened in a browser tab during an inbound call](/images/pbx/crm-contact-pop-up.png)

- With manual popup enabled, the user opens the record themselves by clicking the **CRM** label on the call window while connected to the contact.

  ![The CRM label on an active call window used to open a contact record](/images/pbx/manually-open-call-popup.png)

:::note
Browsers may block the popup tab. If that happens, the user clicks the blocked-content icon in the address bar, allows pop-ups and redirects for the site, and then clicks **Done**.

![Browser prompt for allowing a blocked popup window](/images/pbx/pop-up-window-blocked.png)
:::