BCMForce Screen Pop Search Results

How to Change the Salesforce.com Screen Pop Search Results

Sometimes you wish to adjust the screen pop behavior of the BCMForce integration. Specifically around the scenarios of no match, single match, multiple match. Or you wish to restrict the objects that are searched.

The adjustments are made within Salesforce.com configuration, to the "Softphone Layout". Documentation from Salesforce can be found here: https://help.salesforce.com/articleView?id=cti_admin_phonelayouts.htm&type=0 (let us know if this link becomes broken... you can also google "salesforce open cti soft phone layout" to find the same link).

Finding the Softphone Layout Configuration

Log into Salesforce as an Admin, and navigate to Feature Settings > Service > Call Center > Softphone Layouts

Editing the Softphone Layout Configuration

Edit the default layout

Read up on the instructions below. Step 6 allows you to specify which objects to search. It is recommended that you remove the Task and Case objects from the search.

In a softphone layout you can control the call-related fields that are displayed and the Salesforce objects that are searched for an incoming call. To design a custom softphone layout:

From Setup, enter Softphone Layouts in the Quick Find box, then select Softphone Layouts.
Click New to create a new softphone layout definition, or click Edit next to the name of an existing layout definition to view or modify it.
In the Name field, enter a label that uniquely identifies your softphone layout definition.
In the Select Call Type picklist, choose the type of call for which the currently displayed softphone layout should be used. Every softphone layout definition allows you to specify different layouts for inbound, outbound, and internal calls. These three layouts are grouped together in a single softphone layout definition.
In the Display these call-related fields section, click Edit to add, remove, or change the order of fields in the currently-displayed softphone layout:
- To add a field to the softphone layout, select it in the Available list and click Add.
- To remove a field from the softphone layout, select it in the Selections list and click Remove.
- To change the order of a field in the softphone layout, select it in the Selections list and click Up or Down.
Any changes that you make are automatically updated in the softphone layout preview image on the right side of the page. To hide the Available and Selections lists, click Collapse.
Phone-related fields only appear in a user's softphone if a valid value for that field is available. For example, if you add a Caller ID field to the layout of an outbound call, Caller ID will not appear.
In the Display these Salesforce Objects section, click Add/Remove Objects to add, remove, or change the order of links to call-related objects.
Below the list of selected objects, click Edit next to each If single <Object> found, display row to specify the fields that should be displayed in the softphone layout if a single record for that object is the only record found. You can add, remove, or change the order of fields.

In the Screen Pop Settings section (for inbound call types), click Edit next to each type of record-matching row to specify which screens should display when the details of an inbound call match or don't match existing record(s) in Salesforce. The following table describes each record-matching row and its screen pop options:

Record-Matching Row	Description	Screen Pop Options
Screen pops open within	Use to set where screen pops display.	Existing browser window Select to display in open browser windows. New browser window or tab Select to display in new browser windows or tabs. Users' browsers may handle these settings differently: Internet Explorer 6.0 always displays screen pops in new windows. Internet Explorer 7.0 displays screen pops based on what users select in its tabs settings. Firefox 3.5 displays screen pops based on what users select in its tabs settings.
No matching records	Use to set the screen pop options for when the details of an inbound call don't match any existing Salesforce records.	Don't pop any screen Select if you don't want any screen to display. Pop to new Select to display a new record page you specify from the drop-down list. Pop to Visualforce page Select to display a specific Visualforce page. The CTI adapter passes data from the call to the Visualforce page via a URL. This includes at least `ANI`(the caller ID) and `DNIS` (the number that the caller dialed). The URL can pass additional data to the Visualforce page if necessary.
Single-matching record	Use to set the screen pop options for when the details of an inbound call match one existing Salesforce record.	Don't pop any screen Select if you don't want any screen to display. Pop detail page Select to display the matching record's detail page. Pop to Visualforce page Select to display a specific Visualforce page. The CTI adapter passes data from the call to the Visualforce page via a URL. This includes at least `ANI`(the caller ID) and `DNIS` (the number that the caller dialed). The URL can pass additional data to the Visualforce page if necessary.
Multiple-matching records	Use to set the screen pop options for when the details of an inbound call match more than one existing Salesforce record.	Don't pop any screen Select if you don't want any screen to display. Pop to search page Select to display a search page. Pop to Visualforce page Select to display a specific Visualforce page. The CTI adapter passes data from the call to the Visualforce page via a URL. This includes at least `ANI`(the caller ID) and `DNIS` (the number that the caller dialed). The URL can pass additional data to the Visualforce page if necessary.

To hide expanded record-matching rows, click Collapse.

Configure softphone layouts for any remaining call types in the Select Call Type picklist.
Click Save.