Configuring screen pop settings for inbound calls

Last Updated : Jan 23, 2024 |

About this task

While configuring the softphone layout for inbound calls, you can specify the pages that Avaya Workspaces for CRM displays when the details of an inbound call match and do not match the existing records in Salesforce.

Avaya Workspaces uses the Inline Frame element for the page that the screenpop application displays. When Avaya Workspaces uses the <iframe> syntax to display the website, the cookies from the embedded content are considered third-party cookies.

Before you begin

Create a softphone layout definition for the inbound call type.

Procedure

  1. At the top of the Salesforce home page, click the My Settings icon.
  2. In the pop-up window, click Setup.
  3. On the Setup page, go to Feature Settings > Service > Call Center > Softphone Layouts.

    Salesforce displays the Softphone Layouts page.

  4. To edit an existing softphone layout definition, click Edit next to it.

    You can configure screen pop settings for the inbound call type softphone layout.

  5. In the Screen Pop Settings section, click Screen pops open within section and select one of the following:

    • Existing browser window: Avaya Workspaces for CRM displays screen pops in the opened browser windows.

    • New browser window or tab: Avaya Workspaces for CRM displays screen pops in the new browser windows or tabs.

  6. Click No matching records and select one of the following:

    • Don't pop any screen: Avaya Workspaces for CRM does not display screen pops when the details of an inbound call do not match the existing Salesforce records.

    • Pop to new: You can select a new record page that Avaya Workspaces for CRM displays when the details of an inbound call do not match the existing Salesforce records.

    • Pop to Visualforce page: You can specify a Visualforce page that Avaya Workspaces for CRM displays when the details of an inbound call do not match the existing Salesforce records. The CTI adapter passes data from the call to the Visualforce page using a URL. The data can include ANI (the Caller ID) and DNIS (the number that the caller dialed).

    • Pop to flow: You can select a screen flow that Avaya Workspaces for CRM displays when the details of an inbound call do not match the existing Salesforce records. You can select active screen flows.

  7. Click Single-matching record and select one of the following:

    • Don't pop any screen: Avaya Workspaces for CRM does not display screen pops when the details of an inbound call match one existing Salesforce record.

    • Pop to new: You can select a new record page that Avaya Workspaces for CRM displays when the details of an inbound call match one existing Salesforce record.

    • Pop to Visualforce page: You can specify a Visualforce page that Avaya Workspaces for CRM displays when the details of an inbound call match one existing Salesforce record. The CTI adapter passes data from the call to the Visualforce page using a URL. The data can include ANI (the Caller ID) and DNIS (the number that the caller dialed).

    • Pop to flow: You can select a screen flow that Avaya Workspaces for CRM displays when the details of an inbound call match one existing Salesforce record. You can select active screen flows.

  8. Click Multiple-matching record and select one of the following:

    • Don't pop any screen: Avaya Workspaces for CRM does not display screen pops when the details of an inbound call match more than one existing Salesforce record.

    • Pop to new: You can select a new record page that Avaya Workspaces for CRM displays when the details of an inbound call match more than one existing Salesforce record.

    • Pop to Visualforce page: You can specify a Visualforce page that Avaya Workspaces for CRM displays when the details of an inbound call match more than one existing Salesforce record. The CTI adapter passes data from the call to the Visualforce page using a URL. The data can include ANI (the Caller ID) and DNIS (the number that the caller dialed).

    • Pop to flow: You can select a screen flow that Avaya Workspaces for CRM displays when the details of an inbound call match more than one existing Salesforce record. You can select active screen flows.

  9. At the top of the Softphone Layout Edit page, click Save.
Related information
Configuring a softphone layout
Configuring Screen Pop Settings in Salesforce