Screenpop on a New browser window or tab | RC for Salesforce
Currently, the screen pop settings in RingCentral for Salesforce in lightning mode has the same behavior (Existing browser window).
It would be great if had an option for 'New browser window or tab' to work on Lightning mode.
This way, the screen pop will appear on a new window or tab whenever there's an incoming call.
Ian Christopher
shared this idea
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James
commented
Hi all.
Our college has been using Salesforce for well over a decade. Every few months, for many years now, I search for a solution to this problem in vain - just holding out hope that just maybe Salesforce changed things in a new release. Of course, it's just wishful thinking.
This is not a RingCentral issue. It's a Salesforce Lightning issue, for any OpenCTI connector/softphone. The "new browser window or tab" setting on the Salesforce call center configuration is respected in Salesforce Classic, but ignored in Lightning.
Salesforce's own documentation confirms this. Even worse: Salesforce considers OpenCTI to be in "maintenance" mode, no new features are being added to it, and they are retiring OpenCTI altogether Feb 28 2028. They are trying to push users to "Salesforce Voice."
This is the primary reason we were never able to migrate a large number of our associates from Classic to Lightning.
I and numerous others have raised this issue, over many years, on the Salesforce "Ideas" page etc., to no avail. Sorry, I wish I had better news.
Sources:
screenPop() Lightning method does not support "New browser window or tab"
https://developer.salesforce.com/docs/service/api-cti/guide/sforce-api-cti-screenpop-lex.htmlOpenCTI being retired:
https://help.salesforce.com/s/articleView?id=service.cti_admin_phonelayouts.htm&type=5 -
Kathy
commented
We purchased Ring Central because of this functionality. It is really sad that we can't use this feature.
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Daniel
commented
How can this be an idea when the option is there and its not working?? This is really irritating our users and will be one of the primary reasons for us to move away from RC. 8 votes and this has been open for a year??? I dont think you guys are using this feature yourselves.
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Nicholas
commented
This isn't a feature request as much as it is a critical defect in the integration. The possible loss of data with an incoming call is highly critical to operations. This defect makes this integration completely unusable for those with Lightning. This defect should be remedied ASAP.
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The
commented
Currently, if someone is updating a record in Salesforce and an incoming call comes in, RingCentral will pull up the record(s) on the current page you're on which cancels the edits you're working on. Having the records pop up in a new browser tab is ideal!
In our situation, we have case managers that may be updating the notes for someone in crisis seeking support, and the case manager has to go back after the call to type the notes all over again.
