_ExcerptRecordPopping

Owned by Helen Griffith
Last updated: Apr 06, 2020
1 min read

Excerpt used in Salesforce record display and popping in Vonage Contact Center and Opening a Salesforce record relating to a caller

Depending on the number of Salesforce records found, whether you are using Salesforce Classic or Salesforce Lightning Experience and which type of app you are using, one of the following events occurs:

  • If the search returns no results, a 'No matches found' message appears in ContactPad.

    The search returns no results if a caller withholds their telephone number.

    Vonage Contact Center does not pop a page.

  • If the search returns one result, ContactPad displays a link to the found record.

    • If you are using Salesforce Lightning Experience or a non-console app in Salesforce Classic, click this link to pop the record. This link remains in ContactPad until you have made or received another call.

    • If you are using a console app in Salesforce Classic, ContactWorld pops the record in the main console window. The call is automatically linked to this record.

  • If the search returns multiple records, ContactPad displays a link to the search results.

    • If you are using Salesforce Lightning Experience or a non-console app in Salesforce Classic, click this link to pop a search results page. The link remains in ContactPad until you have made or received another call.

    • If you are using a console app in Salesforce Classic, ContactWorld pops a search results page. Click to pop the record that you want in the main Service Cloud window. The call is automatically linked to the record you pop.

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