Application Behavior

Salesforce Classic console - When the multi-match search result tab is closed, the WhoID and WhatID prefilled details get removed.

If Salesforce is accessed in multiple browsers instances or multiple browser tabs and if the WhoID and WhatID is tracked inconsistently between these two browsers’ interfaces which host the softphone, the active Salesforce tabs that are open in each of these instances does not reflect in the dropdown lists of the WhoID or WhatID. This is because the events that are passed from Salesforce to the connector are inconsistent.

Salesforce Standard View

• Salesforce Issue - This is known issue in Salesforce, fixed for console view but open in Salesforce standard.

• Issue - While performing a screen pop search in Lightning standard and if the result is a multi-match, a search page is generally displayed. However, in standard view of Salesforce Lighting the following error occurs “Your search term must have 2 or more characters’

• https://trailblazer.salesforce.com/issues_view?id=a1p3A000001SoPWQA0&title=your-search-%20term-must-have-2-or-more-characters-observed-when-searching-in-lex-console.html

• Recommended Workaround - Close the existing tab or switch to another object before performing another multi-match search.

When the Agent is configured to handle both email and chat in Salesforce and voice in Acqueon Workspace, admin configurations are available to move the omni channel state when the agent moves in Ready state in Voice and vice versa. If the agent is using Salesforce in more than one browser tab, the synchronization of states between voice and the Omni-channel happens in the active tab only.

If the agent is using Salesforce in multiple browser tabs, selection of primary and secondary Business Outcome which is available as part of the outbound tab is only applicable to the active tab where the user makes the selection. This will not be reflected in other browser tabs that host Salesforce and Workspace.

Salesforce Behavior – When the number of tabs opened by the agent in Salesforce crosses the tab area (in console mode) that displays the names of objects opened, it is grouped under more options in Salesforce - this can be navigated by manually selecting the relevant object from the dropdown list.

In such cases, WhatID and WhoID dropdown lists do not reflect all the open tabs as Salesforce does not provide the entire list.

• WhoID or WhatiD dropdown lists in the softphone UI are based on the open tabs in Salesforce. When one of the Salesforce tabs is closed, the event should be passed back to the Acqueon softphone - this removes the WhoID or WhatID based on the type of Salesforce object that was last closed. However, in certain scenarios there seems to be a delay in the event that is passed from Salesforce and the WhoID or WhatID tabs still contain the objects already closed.

When the Salesforce page is accessed from multiple browser tabs or multiple browser instances, WhoID and WhatID in the CRM object tab gets populated based on the Salesforce tabs (Salesforce objects like contacts, leads, etc.). This is applicable to that browser instance of tab. If another browser instance contains other contacts or leads that are open, it does not reflect across browsers as Salesforce does not provide these events across multiple instances of browser or tab.

Salesforce Admin – If the rules configured in Admin create more than one Salesforce object (like task and case), auto selection of WhoID and WhatID is not consistent and agent could experience a difference during single object and multiple object creation scenarios. It is recommended to select them manually in these scenarios.

Preview and Direct Preview Outbound Rule – When the agent is handling Acqueon Dialer calls in the Preview and Direct preview modes, Cisco Finesse generates multiple calls. First call is to initiate a connection with the agent and the subsequent one to establish a connection with the customer. The second call is initiated when the agent accepts the call; the first call is then dropped.

• Due to this behavior, there are two individual calls generated. It is recommended to configure rules for dialing the modes based on the first call that presents the user information even before the agent accepts the call.

• While it is possible to create screen pop during both the calls, screen pop happens if the screen pop parameter is “From address” or “To Address” since these parameters change between first and the second call.

• Alternatively, if the screen pop is configured based on the Buddy Name or any other BA variable, multiple screen pops do not occur as Salesforce prevents opening multiple tabs if the same Salesforce object is already open.

In the recent changes, the Salesforce object and variables can be assigned a friendly name in the admin application. These fields are used in rules to map object creation and updating during configured call events.

Rules that were configured before applying the patch require re-editing of the existing rules and saved again to reflect the friendly name / display name in the rule. This name also gets passed to the Salesforce softphone UI (in the CRM objects tab). Unless this is re-mapped, the older name is reflected.