Based on the details you provided, I believe you are encountering an expected behaviour of the App.
The Call Match is being pulled based on the entity you have navigated to which varies between different browser tabs. Looks like in your call scenario there is no match for an entity based on the phone number. This is an expected behaviour. We could consider enhancing the App to reflect the record based on the latest navigated tab which would need us to do technical and business feasibility analysis.
If you believe that there should be records matched based on phone number and it does not show up correctly, please open a RingCentral support case.
Has there been any update on this subject. We are brand new to RC and I see the popup still opens in the same window and users lose their work.
Yes, this is not a limitation in RC but a restriction in SF.
Our solution has been to only make the window pop when our agent answers the call. That way they have time to save any work or simply not pickup the phone.
We found that after the screen pop, if the browser back button is clicked, it goes back to the previous screen successfully, and the user's work/unfinished notes are still in tact. If they click a salesforce link to navigate back, the work will be lost. So we still have it on, but train users to use the browser back button.
We honestly found it extremely disruptive to our agents' productivity to be yanked out of a task so forcefully and without warning. We would rather have them take 5-10 seconds to save their work before answering an incoming call. I would also be very surprised if that back-button trick is reliable across browsers and tasks.
If a caller can't wait 5-10 seconds then I'm pretty sure we've got bigger problems. :)
Salesforce Lightning is supposed to be used within in a single browser tab since there are model windows within a single tab unlike classic where you keep multiple tabs open for multiple entities. My comment is pretty old, we used to have links for matching results on call log on the old versions of the app but not anymore. Any specific question or concern we can answer for you ?
WOW so this is not useable? Is there no update on this at all?????
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