| If the caller withholds their CLID on an inbound call, ContactWorld cannot use their CLID to locate a Salesforce record. |
By default, VCC 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, VCC pops the record or search results in a new tab in the main console window. If you are using a non-console app, VCC 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.
By default, VCC uses the caller's CLID to locate the Salesforce record or records to pop. If enabled for your account, you can customize the data VCC uses to locate records for inbound interactions. The data VCC uses must be a Salesforce record ID.
For information about customizing the data VCC uses to locate Salesforce records, see Customizing how Vonage Contact Center locates Salesforce records to pop.
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.