Salesforce record display and popping in Vonage Contact Center

If you are using Vonage Contact Center (VCC) in Salesforce, VCC locates information related to the current interaction in Salesforce. VCC 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

VCC then displays the related information in ContactPad.

If the agent is using the Service Cloud app in Salesforce Classic, VCC 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.

Default popping behavior

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.

Popping in Lightning Experience apps

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.

Customized record location

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.

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.