Screen Popping #

Salesforce can use the information provided by ~.UcClient.~ to automatically find and load records for the user. ~.UcClient.~ provides 3 options to control when this screen pop occurs:

1. Manual screen pop -> Requires the user to press a button to activate the pop if they require it
2. Screen pop on ringing -> Automatically attempts to pop a record as soon as a new call starts ringing at the user's phone
3. Screen pop on answered (default) -> Automatically attempts to pop a record when a call is answered

Refer to the settings section for more information.

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~.UcClient.~ will only perform an automatic pop if the CRM tab is in focus. This is to stop multiple CRM tabs all popping to the same record. If there is no CRM tab in focus when the call is ringing/answered, a manual screen pop will need to be performed.

Call Information Area #

The call information area provides details about the current 'Live' call at the user's phone.

Any caller Id, name and dialled number information will be displayed here if available. Queue and Prefix information will also be displayed if provided.

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If no caller name is provided but there is a Salesforce record match, the name of the record match will be displayed instead.

Salesforce Information Area #

If there is a Salesforce record match on the current call's phone number, the configured Salesforce record fields will be displayed in this area.

Depending on the type of record matched, different fields can be displayed. For information on how to configure which fields are displayed, please refer to the Salesforce Softphone Layouts area.

Multiple Matches #

If there are multiple Salesforce record matches with the phone number, 'Multiple Matches' will be displayed in the Salesforce information area of ~.UcClient.~. The Salesforce Softphone Layouts can be configured to automatically pop a search window when this happens, displaying all the matching records and allowing the user to select one.

While on a call with multiple matches, if a matching record is opened by the user (either manually or through the screen pop search windows), the current call will be matched against the selected record by ~.UcClient.~. Any task automatically generated by ~.UcClient.~ when the call ends will be added to that record.

No Matches/New Contact #

If there are no contact matches with any Salesforce records for a telephone number, Salesforce can be configured to create a new record when the screen pop is requested.

For information on how to configure new record pops, please refer to the Salesforce Softphone settings area.

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If you configure ~.UcClient.~ to automatically screen pop on ringing calls and configure Salesforce to create a new record on no match, the resulting new record window is modal and restricts access to ~.UcClient.~ temporarily.

Linking Open Records #

If no contact match has been automatically made, the current call can be linked to an existing contact or a new contact that has been created during the call.

~.UcClient.~ will keep track of any Salesforce record which is open on the screen. By pressing the 'Link Record' button, the current call will be linked to whichever record is open and has focus within Salesforce. Linking a record will allow ~.UcClient.~ to update its display and show more information about the record and will ensure that the telephone call task will be linked to the record for future reference.