A consultant set up a Softphone connection to our VOIP system. The connection works fine except answering an incoming call replaces the current Salesforce tab instead of opening a new tab. In the Softphone layout "New browser window or tab" is selected. Salesforce Help tells me there is no support available for this feature.
Has anyone else run into this problem or found a work-around?
Hey everyone, this is a limitation of Lightning. See https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_screenpop_lex.htm where the following is mentioned:
Open CTI for Lightning Experience doesn’t support the softphone layout field Screen pops open within when the value is New browser window or tab. In Lightning Experience, the default value is Existing browser window.
I agree, it's a pitty that this is not working. However, I assume the CTI Softphone is designed to work best in Lightning Console Apps. I checked in a console app and it opens the Contact in a new Salesforce tab within the single browser tab. I hope it helps.
