Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 11 Next »

From version 2.4 of ContactWorld in Salesforce, if enabled for your account, you can configure advanced popping features using Salesforce SoftPhone layouts. In previous versions of ContactWorld in Salesforce, you could customize popping behavior but only using custom code.

This feature does not work with legacy popping. You must be using new popping features. For information about task features, see Salesforce record display and popping in ContactWorld or contact your Account Manager.
Progress
The selected root page could not be found.

To configure advanced popping features, perform the following steps:

  1. Go to SoftPhone Layouts within Setup in Salesforce.
  2. Locate the appropriate SoftPhone layout—you might only have one layout, or you might have several for different user profiles for example. To the left of the item, click Edit. SoftPhone Layout Edit appears.

  3. Provide the following information. Only the fields that affect screen popping are included in the following table. For more information on any of the sections or fields, see Salesforce help:

    SectionFieldDescription

    Select Call Type

    The type of call that these parameters affect—select Inbound. This configuration relates to popping behavior in response to an incoming call.

    Softphone Layout

    Display these salesforce.com objects

    Contains the Salesforce objects that you want to search and, optionally, pop. Click Add / Remove Objects to expand the collapsed section to add and remove objects.

    Display these salesforce.com objects

    CTI 2.0 or Higher Settings—Screen Pop Settings

    No matching recordsDescribes the screen popping behavior if the caller's CLID matches no existing Salesforce records of the type or types you select in Display these salesforce.com objects. You can choose from three options:
    • Don't pop any screen. If you do not want ContactWorld to do anything if no matches are found, click Don't pop any screen. This option is enabled by default.
    • Pop to a new Salesforce object. If you want ContactWorld to open a new Salesforce object record for the agent to create containing details of the call, click Pop to a new and click the appropriate object type in the list.
    • Pop to Visualforce page. If you want to customize the screen that ContactWorld pops—for example, use different call related data to search for a match—click Pop to Visualforce page and search for and select the Visualforce page you create for this purpose. For information on creating a Visualforce page for this purpose, see Creating a Visualforce page to pop.

    Single-matching recordDescribes the screen popping behavior if the caller's CLID matches a single existing Salesforce record of the type or types you select in Display these salesforce.com objects. You can choose from three options:
    • Don't pop any screen. If you do not want ContactWorld to do anything if no matches are found, click Don't pop any screen.
    • Pop to detail page. If you want ContactWorld to pop the matching Salesforce record, click Pop to detail page and click the appropriate object type in the list. This option is enabled by default.
    • Pop to Visualforce page. If you want to customize the screen that ContactWorld pops, click Pop to Visualforce page and search for and select the Visualforce page you create for this purpose. For information on creating a Visualforce page for this purpose, see Creating a Visualforce page to pop.

    Multiple-matching records
    Describes the screen popping behavior if the caller's CLID matches multiple existing Salesforce records of the type or types you select in Display these salesforce.com objects. You can choose from three options:
    • Don't pop any screen. If you do not want ContactWorld to do anything if no matches are found, click Don't pop any screen.
    • Pop to search page. If you want ContactWorld to pop a Salesforce search page that displays all of the records that match the caller's CLID, click Pop to search page. This option is enabled by default.

      The standard Salesforce search results contain all object types in your organization, not just the objects you choose in the Display these salesforce.com objects field.
    • Pop to Visualforce page. If you want to customize the screen that ContactWorld pops—for example, a custom search page—click Pop to Visualforce page and search for and select the Visualforce page you create for this purpose. For information on creating a Visualforce page for this purpose, see Creating a Visualforce page to pop.

    Click Save. Your changes are saved. Note that it takes a few minutes (or sometimes just a browser refresh) for these settings to take effect.

In this section

  • No labels