# Set up Call Popup

Once Odoo CRM (Customer Relationship Management) is connected to Cloud Voice, an extension user who takes an inbound call from a known CRM contact sees that contact's record open automatically in a new browser tab. This behavior is on by default, but you can change it per extension: pick the call event that opens the record, or switch to a manual popup that the user opens themselves during the call.

The popup only appears when the caller's number matches a contact already stored in Odoo. Calls from numbers the CRM does not recognize will not trigger a popup.

## Before you begin

Make sure you have already [connected Cloud Voice to Odoo CRM](/pbx/integrations/odoo/integrate-cloud-voice-with-odoo-crm/).

## Configure the popup

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to **Extension and Trunk > Extension**.
2. Locate the extension that belongs to the CRM user and click the edit icon to open it.

   ![Edit icon for an extension entry](/images/pbx/edit.png)
3. Open the **Cloud Voice App** tab, scroll to the client you want to configure, and select **Open Contact URL Using System-Integrated CRM**.
4. Under **Popup Method**, choose how the contact record should open.

   To have Cloud Voice open the record on its own:

   ![Popup method set to open automatically, with a trigger event list](/images/pbx/call-popup-event.png)

   1. Select **Automatically (Only for Incoming Calls)**.
   2. In the **Trigger Event** list, choose the moment the record should appear:
      - **Ringing**: opens as soon as the inbound call from a CRM contact starts ringing.
      - **Answered**: opens when the user answers the call.
      - **Call End**: opens after the user hangs up.

      :::tip
      Choose **Ringing** if the user wants the contact's details in front of them before they answer, which is useful for screening or greeting the caller by name. Choose **Answered** to avoid opening tabs for calls that ring out unanswered. Choose **Call End** when the record is mainly for after-call notes or logging.
      :::

   To let the user open the record themselves during the call, select **Manually**.
5. Click **Save**.

## What the user sees

- With automatic popup enabled, the CRM contact's record opens in a new browser tab as soon as the trigger event you chose occurs on an inbound call.

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

- With manual popup enabled, the user clicks the `CRM` label on the call window to open the contact's record while on the call.

  ![Call window showing the CRM label used to open the contact record](/images/pbx/manually-open-call-popup.png)

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

![Cloud Voice, browser prompt allowing pop-ups and site redirection](/images/pbx/odoo-crm-allow-window-redirection.png)
:::