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Excerpt
When ContactWorld routes a call to an agent, ContactWorld for Salesforce (CW4SF) displays information located in Salesforce related to the caller.

If you are using ContactWorld in Salesforce, ContactWorld locates information related to the current interaction in Salesforce. ContactWorld locates information at the following times:

  • When routing an interaction to an agent
  • When an agent makes an outbound call
  • When an agent responds to an interaction

ContactWorld then displays the related information in ContactPad.

If the agent is using the Service Cloud app in Salesforce Classic,

CW4SF

ContactWorld also displays, or pops, the related information in the main browser window. This related information might be an individual Salesforce record or a list of multiple related records.