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Salesforce default screen pops

  • 1.  Salesforce default screen pops

    Top 25 Contributor
    Posted 12-15-2020 17:39
    Edited by Vaun McCarthy 12-16-2020 01:34
    EDIT:  Sorted this out.  The SF org had a contact AND an account with the same ANI which is why this wasn't working.

    Hi all

    The following resource centre link says that "by default, when an inbound call, callback, outbound dialing, SMS, ACD voicemail, or WhatsApp interaction alerts, Salesforce searches all phone number fields for the caller ID (ANI) and screen pops based on the search results."

    Does this mean no specific configuration is required for this to work "out of the box"?

    I can't get an incoming call to search and pop a contact automatically.  The way I read the resource article we only need to use SF_URLPop or SF_SearchValue if we want to customise that "default" behaviour.


    Vaun McCarthy
    NTT New Zealand Limited

  • 2.  RE: Salesforce default screen pops

    Top 25 Contributor
    Posted 01-20-2021 15:09
    Correct.  If the agent is using the Salesforce CTI plug-in for the screen pop, then yes, Email and/or phone number should work just out of the box.  If you are passing in case number or other search attributes, you have to use the SF_SearchValue to send that attribute for searching to Salesforce.

    Be sure to read through this as well:  Configure search in Salesforce - Genesys Cloud Resource Center (

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect