@tommy - I noticed an issue when receiving incoming calls. So 8 associates are working our calls and they are in a queue. So anyone can pick up an inbound call on the Zoom client App. When one person accepts the call, the salesforce page should either pop the screen based on the screen pop settings if a single record matches or multiple records match. I checked there is only one softphone layout and that is assigned to all call center users. I am the Salesforce Admin.
- First, the screen pops for me even though I am not accepting the inbound call and whichever associate accepts, the same thing won’t happen.
- I logged out of the Zoom App, thinking that since I am an admin, maybe the system is routing it to me (which is weird). So even now the Screen pop settings aren’t working for other associates.