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- Go to SoftPhone Layouts within Setup in Salesforce.
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.
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:
Section Field Description 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.
CTI 2.0 or Higher Settings—Screen Pop Settings No matching records Describes 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 four options: - Don't pop any screen. If you do not want Vonage Contact Center 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 Vonage Contact Center 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 Vonage Contact Center 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 about creating a Visualforce page for this purpose, see the How do I create a Visualforce page to pop? section later in this page.
- Pop to flow. This option is not currently supported.
Single-matching record Describes 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 four options: - Don't pop any screen. If you do not want Vonage Contact Center to do anything if a single match is found, click Don't pop any screen.
- Pop to detail page. If you want Vonage Contact Center 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 Vonage Contact Center pops, click Pop to Visualforce page and search for and select the Visualforce page you create for this purpose. For information about creating a Visualforce page for this purpose, see the How do I create a Visualforce page to pop? section later in this page.
- Pop to flow. This option is not currently supported.
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 four options:- Don't pop any screen. If you do not want Vonage Contact Center to do anything if multiple matches are found, click Don't pop any screen.
Pop to search page. If you want Vonage Contact Center 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.
Note 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 Vonage Contact Center 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 about creating a Visualforce page for this purpose, see the How do I create a Visualforce page to pop? section later in this page.
- Pop to flow. This option is not currently supported.
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.
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