Home Troubleshooting & Error Resolution How Can I Ensure That a DID Number Displays Correctly on the Console Screen Pop?

How Can I Ensure That a DID Number Displays Correctly on the Console Screen Pop?

Last updated on Aug 01, 2025

Overview

When a call comes in, the Evo Console is expected to display the correct DID (Direct Inward Dialing) number along with the caller information. Sometimes, the screen pop may show incomplete, incorrect, or unexpected data. This article explains how to ensure the correct DID number is configured and how to test and troubleshoot the screen pop behavior for any client.

Common Causes for Incorrect Screen Pop Display

  • DID not correctly assigned to the client account.

  • Call flow misconfiguration.

  • Delayed sync or cache issue.

  • Incorrect endpoint or user mapping.

  • Console app not updated or refreshed.

Steps to Ensure Proper DID Display

✅ 1. Verify DID Assignment in Admin Panel

  • Navigate to Admin > Customers.

  • Select the appropriate customer (e.g., Integrity Construction or other).

  • Go to the Phone Numbers or DIDs tab.

  • Ensure the DID 181533 (or relevant number) is listed and marked active.

🔁 2. Check Inbound Flow Configuration

  • Navigate to Admin > Flows or Admin > Nodes.

  • Find the flow or rule handling the inbound call for that DID.

  • Confirm that the correct routing is in place (e.g., points to reception group, user, or auto-attendant).

👤 3. Verify User or Endpoint Assignment

  • Go to Admin > End Points or Admin > Users.

  • Make sure the DID is mapped to the intended recipient’s device or group.

  • Ensure that the recipient has the correct visibility or screen pop permissions enabled.

🔄 4. Refresh the Console

  • Have the user log out and log back in to the Evo Console.

  • If using the desktop app, perform a force quit and relaunch.

  • This step ensures that recent DID mapping or flow changes are reloaded.

How to Test the Screen Pop Display

🧪 A. Manual Call Test

  1. Use a separate device or mobile phone to call the DID in question (e.g., 181533).

  2. Observe the Evo Console on the reception PC or intended recipient.

  3. Confirm that the correct caller ID and DID number display in the screen pop window.

🧰 B. Use the Console Debug Tools (if enabled)

  • Right-click or open developer tools in the Evo Console (internal tool access may be required).

  • Check the incoming call payload to ensure the DID and linked customer are passed correctly.

  • Review logs for any misroutes or errors.

🔍 C. Confirm in Call Logs

  • Navigate to Admin > Logs or Call History.

  • Search for recent inbound calls to the DID.

  • Confirm that the call record matches the intended client and recipient.

Next Steps If Issue Persists

  • Reassign or remove/re-add the DID to the client and re-test.

  • Contact Evo Support with:

    • The specific DID number.

    • Affected user(s) or endpoint(s).

    • Approximate time of test call.

    • Screenshot or video of the incorrect screen pop.