# Set up Call Popup

Once Cloud Voice is connected to Salesforce, a matching contact's record from the CRM (Customer Relationship Management system) opens in a new browser tab whenever a linked user takes an inbound call from that contact. This behaviour is on by default, but you can control it per extension: choose the call event that opens the record automatically, or let users open it themselves mid-call.

## Before you start

Make sure the [Salesforce CRM integration](/pbx/integrations/salesforce/integrate-cloud-voice-cloud-voice-with-salesforce-crm/#integrate-yeastar-p-series-pbx-with-salesforce-crm) is already set up. Without it, there is no Salesforce link for the popup to draw contact details from.

## Configure the popup

1. Sign in to the Cloud Voice portal and open **Extension and Trunk > Extension**.
2. Find the extension that belongs to the Salesforce user and click the edit icon.

   ![Edit icon for an extension row](/images/pbx/edit.png)
3. Open the **Cloud Voice App** tab, scroll to the client you want to configure, and tick **Open Contact URL Using System-Integrated CRM**.

   :::note
   These settings apply to the specific Cloud Voice App client you select (for example Web, Desktop, or Mobile), not to the extension as a whole. If the user works across more than one client, repeat this configuration for each one.
   :::
4. Under **Popup Method**, pick how the contact record should open.

   - To let Cloud Voice open the record on its own:

     ![Trigger event options for an automatic call popup](/images/pbx/call-popup-event.png)

     a. Select **Automatically (Only for Incoming Calls)**.

     b. From the **Trigger Event** list, choose the moment the record should appear:

        - **Ringing**: opens as soon as the Salesforce user receives an inbound call from a CRM contact.
        - **Answered**: opens when the Salesforce user picks up the call.
        - **Call End**: opens after the call with the CRM contact finishes.

        :::tip
        **Ringing** is the most useful setting for most users, because it shows who is calling before the call is answered. Choose **Answered** if you only want the record after the user picks up, or **Call End** if the popup is mainly for wrap-up notes and logging.
        :::

   - To let the user decide when to open the record, select **Manually**.
5. Click **Save**.

## What happens next

- With automatic popup enabled, the chosen trigger event on an inbound call opens a new browser tab showing that contact's details from Salesforce.

  
  ![Cloud Voice, contact record opened automatically in a browser tab from an inbound call](/images/pbx/call-popup.png)
- With manual popup enabled, the user clicks the **CRM** label on the call window during the call to open the contact's details page.

  ![CRM label on the call window used to open a contact record on demand](/images/pbx/manually-open-call-popup.png)

:::note
Browsers may block the pop-up tab. If that happens, click the blocked-content icon in the address bar, allow pop-ups and redirection for the site, then click **Done**.

![Browser prompt to allow pop-ups and page redirection](/images/pbx/allow-window-redirection.png)
:::