Limitations Salesforce Classic Standard

Every time when a call is mapped and Screen Pop triggered, Salesforce automatically refreshes the browser. This happens for all the screen pop scenarios. The screen first gets  refreshed and the entire page is reloaded - this is a time-consuming process. This includes all the created objects as part of the call.

Every time a refresh happens, voice path gets lost, outbound calls cannot be muted further unless tethered call is dropped and reconnected. In the Amazon Connect softphone scenario, the event for screen pop is connected (there is no ringing event) and the screen pop has to be configured in this event. If you do this, the Agent is not able to answer the call when the call is ringing,  the screen is completely refreshed, and till the softphone is loaded.

Every time an agent navigates between the Salesforce tabs, Salesforce automatically refreshes the browser.

After every refresh, Amazon CCP drops the call mapped within the time range of 4 minutes. Handling continuous calls are very difficult, as there will be continuous call drops automatically by Amazon CCP. In case the agent is using softphone during refresh, the voice path is lost and the data path is available for 4 minutes. So refresh, either manually by the user or when accessing the screen (navigation through Salesforce objects / screen pop), is not a smooth operation.

If screen pop is set during an Inbound Call ringing and then the call maps, Salesforce immediately refreshes the browser - it is difficult for the agent to view customer info and take further actions like answer / reject the call.

If screen pop is set during PreviewOutbound Call and then the call maps, Salesforce immediately refreshes the browser; it is difficult for the agent to view customer info and take further actions like Make call / skip /close contact.

If a single-/multi-match screen pop happens for a call, every time when agent tries to view the screen popped contact/account from our UI, Salesforce refreshes the browser automatically.