Multi-Tab Support #

~.UcClient.~ Embedded will be accessible in all Freshdesk tabs you have open so that there is easy access to all the telephony feature.

Primary & In-Focus Tabs #

The mode of operation differs slightly depending on whether the tab is classed as the Primary tab or not.

~.UcClient.~ Embedded on different tabs will communicate between themselves to negotiate which one is the primary one. Effectively, when a new tab load or a tab comes into focus, it will attempt to make itself the primary tab.

This attempt will only fail if there is already a call in progress.

The in-focus tab will usually be the primary tab unless the tab has been switched during an active call.

The section below explain how being primary or in-focus have an affect on some of the application's features.

info
If all tabs are minimized, no tab will be classed as in-focus.

warning
If Freshdesk tabs are opened in separate browser instances, ~.UcClient.~ Embedded plugins cannot communicate. this will result in multiple Primary tabs which could cause duplicate call logs to be created.

Contact Matching #

When a call is presented, all tabs will show matching contacts. If multiple matches are found, when a specific match is selected on one tab, the other tabs will automatically update to show the correct match.

Screen Popping #

Manual screen popping is available on all tabs. However, automatic screen popping will only occur on tabs which are in-focus.

This is to stop every tab popping the same record and the user losing links to contacts which they are working on.

Note Creation #

If configured to automatically create call log entries, this will only happen on the primary tab. This ensures that only one call log is created per call.

warning
If Freshdesk tabs are opened in different browser instances, it is possible to have multiple primary tabs and duplicate call logs.

Softphone Mode #

If running in softphone mode, calls (audio interaction) are always placed/answered from the primary tab. Once a call is in progress, it can be controlled from any of the tabs available.