Screen pop in PureConnect for Salesforce

Screen pop functionality in Salesforce allows you to see the most relevant record in the workspace based on pre-configured behavior. By default, when an incoming call is alerting, Salesforce searches all phone number fields for the caller ID (ANI) and screen pops based on what it finds. Screen pop occurs while the call is alerting or when connecting for agents with auto-answer enabled. If Salesforce is open in multiple browser tabs or windows, the screen pop only takes place in the agent’s visible tab.

You can configure screen pops to open in the same browser window (default) or a new window. The softphone layout settings in Salesforce control exact screen pop behavior. See Designing a Custom SoftPhone Layout in the Salesforce documentation for more details. See also the PureConnect for Salesforce Integration Administrator's Guide.

Note: If the incoming interaction is a conference call or from an internal extension, Salesforce does not perform a screen pop.

Screen pop may include, but is not limited to, the following possibilities:

• No match pops a new Salesforce record.

• Single match pops the contact or other associated record.

• Multiple match pops a list of matching records in the search results

• Custom call attribute pops a custom Salesforce page URL

• Custom call attribute pops a Salesforce search result