Zoom for Lightning does not pop up related record on inbound call

[dpom_mtc]

Hi,

I've installed version 2.18.1 of Zoom for Lightning. However, when I receive an inbound call for an existing Lead record, the Lead Detail page does not pop up. This highly disrupts the sales process.

The softphone settings is set to "Single-matching record: Pop detail page".

Also, the incoming call screen only has the Caller Id and Dialed Number even though I've selected "If single Lead found, display: Name, Owner Name, Lead Status, Rating, Recommended Product Type".

See screenshot: https://share.zight.com/WnuWkq27

I've already confirmed that we are using the correct softphone layout.

Please advise.

Thanks in advance.