Salesforce Call Center Tips: Manage your Screen Pops

By Rich Loen  /  Published on August 29, 2018

If you're using InGenius Connector Enterprise for Salesforce Lightning, you are familiar with "screen pops" - the automatic navigation to the lead or contact who is calling in. This can be really helpful, but you may not always want incoming calls to pop to a different Salesforce Lightning screen - or - you might just want the pop to open in a new window or tab. This post will show you where to make changes to your Salesforce screen pop settings.

As usual, when you want to make changes to the Salesforce Lightning call center, you must log in as the Salesforce Administrator, or have your Salesforce Administrator make these changes for you.

Navigate to Setup → Platform Tools - Feature Settings → Service → Call Center → Softphone Layouts.

Once you've selected Softphone Layouts, click through the "Say Hello to Salesforce Call Center" splash screen if it appears.

On the Softphone Layouts page, click on Edit next to the Standard SoftPhone Layout option, or whichever Softphone Layout is selected as "Default".

Scroll to the bottom of the page below the heading "Screen Pop Settings". This is where you can make changes to the screen pop settings. Click on Edit next to any of the settings to see your options, and test out some different configurations to see which works best for you!

Rich LoenAbout Rich Loen

Rich Loen is an experienced entrepreneur, engineer, Chief Technology Officer and senior software architect, who has managed multiple successful startups. He got an early start in entrepreneurship, creating his first company while still in high school and his second while completing a degree in Electrical Engineering at Carleton University. He then went on to found a number of companies in Ottawa including InGenius Software Inc., InGenius Engineering Inc.,, Rewind Technologies and Rich won the Young Entrepreneur of the Year Award from the Ottawa-Carleton Board of Trade, and his companies have won many awards. Most recently, InGenius Software ranked as one of the top ten places to work in Ottawa and one of the top 500 fastest growing companies in Canada, plus the company won the 2018 West Ottawa Board of Trade Tech Award.

Rich has developed applications including real-time embedded telephony systems sold by Verizon, Mitel and Westell, communications systems for Telesat Canada, shrink-wrapped products used by NASA, universities and governments, and computer telephony integration software for integrating CRMs like Salesforce and Microsoft Dynamics with leading phone platforms. A number of news providers have produced features and profiles on Rich, including Bloomberg, the Ottawa Business Journal and Startup Stories Online, and Rich has been invited to speak about tech on CBC Television. He cares passionately about developing usable software that’s loved by customers and about creating a friendly and productive work environment for his employees.

When he’s not working, Rich likes to build CNC woodworking and metalworking machines, and has been invited to participate at various Maker Faires, including Makers Central in Birmingham, England. He gives popular talks at Makerspaces about how to build CNC machines. Rich is interested in finding the intersection of art and craftsmanship, with a dose of tech thrown in just for fun.