Queue-Based Salesforce Screen Pop Filtering
Enhance the RingEX for Salesforce integration to dynamically filter Salesforce screen-pop results based on the originating inbound call queue.
The customer operates a multi-client call centre, with each client assigned a separate call queue. Since the same caller may have multiple Salesforce Leads or Accounts associated with different clients, they want the integration to display only records matching the originating queue's corresponding Salesforce Record Type.
For example, calls received through the "Call Queue A" queue should only display matching Leads or Accounts with that client's Record Type, excluding records belonging to other clients even when they share the same phone number.
Currently, the standard integration does not support dynamic record filtering based on the originating call queue.