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Yaroslav ProYaroslav Pro 

Amazon CTI Adapter

Have a SAML integration between Salesforce and AC that followed this guide, and the AC CCP softphone only opens in a separate browser popup (for both the SAML authentication and after for usage) instead of returning to the utility tab designated for the CCP. Any CTI or Salesforce settings that cause this? How can the CCP exist within the utility tab? Many thanks for your input.User-added image
Best Answer chosen by Yaroslav Pro
Yaroslav ProYaroslav Pro
This was related to the sandbox issue, so if you set up a connection in Prod, all will be good

All Answers

ANUTEJANUTEJ (Salesforce Developers) 
Hi Yaroslav,

>> https://connect-blogs.s3.amazonaws.com/Amazon+Connect+Salesforce+CTI+Adapter/Amazon+Connect+CTI+Adapter+for+Salesforce+Lightning+-+Setup+and+Installation+Guide.pdf

In the above documentation on page 34 the depiction shows the dialer to be present in the quick utility section itself can you try checking if all the mentioned steps are followed once.

Additionally, as mentioned in step 8 of page 29 please validate the Screen Pop settings. Please note that the default behavior is to not pop a screen if there is more than one result

Let me know if it helps you and close your query by marking it as solved so that it can help others in the future.  

Thanks.
SwethaSwetha (Salesforce Developers) 
HI Yaroslav,
I have seen an implementation wherein this popup exists within the phone panel after you signin implying it is possible.

What is the setting in the softphone layout for "Screen pops open within" in your org? Can you try setting it to  "Existing browser window" if not already done?

If this information helps, please mark the answer as best.Thank you
Yaroslav ProYaroslav Pro
on softphone layout set to "Existing browser window" but behavior the same, Do you have any other idea?
ANUTEJANUTEJ (Salesforce Developers) 
Have you tried checking all the steps mentions are proper?
Yaroslav ProYaroslav Pro
Yes, all steps the same, but it still open in new window, also I cannot made outbound calls from sf by click on phone in Contact or Lead
Yaroslav ProYaroslav Pro
This was related to the sandbox issue, so if you set up a connection in Prod, all will be good
This was selected as the best answer
SwethaSwetha (Salesforce Developers) 
Thanks for sharing the fix that worked for you. Can you elaborate on where you had to change the connection to prod (Any clickpath?) This would help others facing the same issue in future.