Using the Salesforce Screen Pop feature (Lightning Experience)

When you receive a call on your MiiTel Phone in Salesforce, you can customize the incoming call behavior depending on which of the following patterns the incoming number is registered in Salesforce.

  • Only users with Salesforce admin rights can set this feature.
  • Only users with Salesforce admin rights can set this feature.
  • In order to register this feature, you need to install MiiTel Phone in Salesforce. to register this feature.
  • This feature is not compatible with Salesforce Classic.
  • This feature is not supported in Salesforce Classic.
  • This feature is not supported in Salesforce Classic.
    • If the incoming phone number is not registered in Salesforce
    • .

    GIF ____.gif

    • When an incoming phone number is registered in multiple records
    • .

    GIF___. gif

    • If the incoming phone number is registered in one record
    • .

    GIF _1_____.gif

    How to set it up

    .
    1. Log in with a user account that has Salesforce system administrator privileges.
    2. Click the Settings button in the upper right corner of the Salesforce screen and click Settings.

    1. Enter "Softphone Layout" in the search box at the top left of the configuration screen to search.

    2. Click "Softphone Layout" from the search results displayed.

    LEX____________1.png

    1. Click "Edit" for the softphone you are using.

    LEX____________2.png

    1. In "Screen Popup Settings", you can specify which Salesforce screen you want to transition to or display for the following three matching conditions.
    • No record match
    • .
    • One record match
    • Multiple record match
    • .

    LEX____________3.png

    1. Click on each item to configure the settings accordingly.
    • Don't pop the screen: Setting not to transition from the screen displayed on incoming call
    • .
    • Pop new (can be set only with "No record match")
    As shown in the figure below, you can select an object to register a new one. However, MiiTel will retrieve the client company name and client contact name based on the phone numbers registered in the "Client Manager", "Client" and "Lead" objects. For this reason, it is recommended to set up "Client Manager", "Client", "Lead" or an object that works with these objects.

    • Pop to Visualforce page: Set to transition to the specified Visualforce page
    • .
    • Pop to Flow: Setting to transition to the specified flow
    • .

    __________2020-01-14_19.27.19.png

    If you want to have a Miitel response history created for a newly registered record, please keep in mind the following settings and operations.
    1. Select [After Call Ends] in [Activity History Registration] in Salesforce Activity History Integration
    2. Complete the new registration before ending the call
    .

    Was this article helpful?