I have attached my screen pops settings and softphone layout assignment screenshots.
So 3 associates are working our calls and call queue is set to simultaneous. So anyone can pick up the call on the Zoom App. So when one person accepts the call, the salesforce page should either pop the screen based on the screen pop settings.
The feedback I got from my sales team is that it doesn’t depend on who accepts the call, depending on if the record matches one of the pop settings - it opens the detail page or search layout all incoming calls for all users. Example - if 5 new contacts call, 5 new tabs for new lead creation open in all the 3 users salesforce UI.
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