Hello!
We have integrated a cloud telephony solution with Salesforce and both incoming and outgoing calld are being handled using this integration within Salesforce. Whenever a new call comes in (new or existing account), we would like it to open up in a new browser tab. However, we understand that 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" and hence our requirement could not be met out-of-the-box. I am reaching out to the developer forum to see if there is any other customer like us who faced the issue and if or not they were able to overcome the same using a custom API route.Appreciate if anyone could help with this.Thanks!It is beyond comprehension that this issue was raised years ago and nothing was ever done by SFDC to address this. I had raised this question years ago as well. We have many associates at the college that receive/place calls. They are still using the Classic UI, in 2026! In Lightning UI, if an incoming call comes in and they accept it, the previous screen they are on is just wiped away. It is a frequent use case that a representative needs to enter notes and/or make other edits to a contact /related records after a call is completed, but also to accept incoming calls ASAP to reduce wait times. There is a reason why the call center definition / CTI setup provided the option to screen pop an incoming call in a new window/tab. The reason for such did not disappear just because SFDC decided that this setting would not be respected in the Lightning UI. My latest understanding is that CTI is considered legacy, no further development is being done, it is going away, and SFDC is recommending using "Salesforce Voice" or whatever they are calling it now
https://help.salesforce.com/s/articleView?id=service.voice_getting_to_know.htm&type=5
It looks to me like this is related to service cloud/omni-channel, so now a full license requirement just for functionality that platform licenses can currently provide?
Reaching the point of diminishing returns with this product. Very frustrating and disappointing.
