Softphone Layouts

Salesforce Softphone Layouts #

There are additional settings within Salesforce to control how the screen pop operates and which fields are displayed on the ~.UcClient.~ form when there is a contact match for a call.

These settings can be accessed through the service settings for the Salesforce application.

  1. Staying in the 'Setup' area, navigate to 'PLATFORM TOOLS\Feature Settings\Service\Call Center\Softphone Layouts'

    Screenshot

  2. Press the 'Edit' link next to the softphone layout

The softphone layout settings page should now be displayed. Changes can be made here to control:

  • How and when the screen pop operates
  • What call information should be displayed on ~.UcClient.~
  • What Salesforce record information should be displayed on ~.UcClient.~
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For more information on these settings, please refer to Salesforce documentation.

Call Type #

The call type selector allows the configuration of the softphone layout to be customized differently for each of the call types (Internal, Incoming & Outgoing):

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Switch between call types, to change the settings that are displayed.

Call Fields #

This section provides access to control which call information fields should be displayed on ~.UcClient.~.

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Currently the order in which these fields are displayed is not configurable.

Record Types #

This section provides control over which types of Salesforce records are searched/screen popped during a call.

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~.UcClient.~ is limited to displaying the first 6 Salesforce records which are selected.

Record Fields #

This section provides access to control which Salesforce record fields should be displayed on ~.UcClient.~ during a call.

Screenshot

Screen Pop Options #

The screen pop section provides control over how a screen pop should be actioned and what should happen when there are multiple contact matches:

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The Salesforce lightning API does not support the 'Screen pops open within' option. This means that the popping to a new window or tab is not supported.