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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, 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.

If the caller withholds their CLID on an inbound call, ContactWorld cannot use their CLID to locate a Salesforce record.

Default popping behavior

ContactWorld searches through the Salesforce records database using the caller's CLID. 

Depending on the number of Salesforce records found, 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 not using Service Cloud, click this link to pop the record. This link remains in ContactPad until you have made or received another call.
    If you are using Service Cloud in Salesforce Classic, Vonage Contact Center pops the record in the main Service Cloud window. The call is automatically linked to this record.

Popping in Lightning Experience apps

By default, ContactWorld does not pop a matching record, or a search results page, in Salesforce Lightning Experience apps. If you want to pop records or search results, you can override this default behavior and always pop matching records or search results in Lightning apps. If you enable popping in Lightning apps and you are using a console app, ContactWorld pops the record or search results in a new tab in the main console window. If you are using a non-console app, ContactWorld pops the record or search results page, replacing the existing contents of the window.

For information about enabling popping in Lightning apps, see Enabling popping in Salesforce Lightning Experience apps.

Customized record location

By default, ContactWorld uses the caller's CLID to locate the Salesforce record or records to pop. If enabled for your account, you can customize the data ContactWorld uses to locate records for inbound interactions. The data ContactWorld uses must be a Salesforce record ID.

For information about customizing the data ContactWorld uses to locate Salesforce records, see Customizing how NewVoiceMedia locates Salesforce records to pop.

Advanced popping behavior

If the feature is enabled for your account, you can configure advanced popping features, such as creating a new case relating to an incoming call for example. For information about configuring advanced popping features, see Configuring advanced popping.

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