# Set up Call Popup

Once Cloud Voice is linked to Zoho Desk, an inbound call from a known Zoho Desk contact opens a browser tab with that contact's record by default. This page shows how to change that behavior so the popup fires on a call event you choose, or only when the agent asks for it.

## Before you start

Make sure you have already [integrated Cloud Voice with Zoho Desk](/pbx/integrations/zoho-desk/integrate-cloud-voice-with-zoho-desk/).

## Configure the popup

1. Sign in to the PBX (Private Branch Exchange) web portal and open **Extension and Trunk > Extension**.
2. Find the extension that belongs to the helpdesk agent and click the edit icon ![Edit](/images/pbx/edit.png) to open its settings.
3. Open the **Cloud Voice App** tab, locate the client you want to configure, and turn on **Open Contact URL Using System-Integrated Helpdesk**.
4. Under **Popup Method**, choose how the contact record should surface:

   - **Have the system open it for you.** Select **Automatically (Only for Incoming Calls)**, then pick the point in the call when it should appear from the **Trigger Event** list:

     ![Automatic popup settings with a trigger event drop-down](/images/pbx/call-popup-event.png)

     - **Ringing**: opens as soon as an inbound call from a helpdesk contact starts ringing.
     - **Answered**: opens the moment the agent picks up the call.
     - **Call End**: opens after the agent hangs up.

     :::tip
     If you are unsure which event to pick, **Answered** is a safe default: the record opens the instant the agent starts talking, so it is on screen for the conversation. Choose **Ringing** if agents want caller details before they pick up.
     :::

   - **Open it yourself.** Select **Manually** so the agent decides when to pull up the contact's page during the call.
5. Click **Save**.

## What happens next

- With automatic popup on, the chosen trigger event during an inbound call from a Zoho Desk contact opens a new browser tab showing that contact's Zoho Desk record.

  
  ![Cloud Voice, a Zoho Desk contact record opened in a new browser tab](/images/pbx/crm-contact-pop-up-new.png)

- With manual popup on, the agent clicks the **Helpdesk** label in the call window to open the contact's details whenever they want during the call.

  ![Call window with a Helpdesk label used to open the contact record](/images/pbx/manually-open-call-popup-hp.png)

:::note
Browsers may block the popup tab. If that happens, click the blocked-content icon in the address bar, allow both pop-ups and site redirection, then click **Done**.

![Browser prompt to allow a blocked pop-up window](/images/pbx/pop-up-window-blocked.png)
:::