Default screen pop behavior

The default screen pop behavior in PureConnect for Salesforce is to pop based on an ANI.

If an inbound ANI includes a +1 prefix (+13175551212), PureConnect for Salesforce removes the prefix before searching Salesforce for the number (3175551212). To pass the full ANI with a +1 prefix, create a SF_SearchValue attribute and set the value of the attribute to Eic_RemoteTnNormalized.

Note: By default, screen pops do not occur for outbound calls. You can enable screen pops for outbound calls by setting the server parameter SF_PopOutboundCalls to “true”. This enables screen pops for outbound calls based on the “Inbound” softphone layout settings configuration. Each agent needs to refresh the web page containing the PureConnect for Salesforce Softphone after the administrator makes this change to the server parameter.