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Yaroslav 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.
All Answers
>> 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.
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