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.
James
supported this idea
·
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.html
OpenCTI being retired:
https://help.salesforce.com/s/articleView?id=service.cti_admin_phonelayouts.htm&type=5