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Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh