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 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.

   

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:

     

     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.

  

• With manual popup enabled, the user clicks the CRM label on the call window during the call to open the contact’s details page.

  

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.