In the Salesforce Version 2 integration, screen pop happens only for inbound calls; for internal and outbound calls a search runs and results appear in the connector but no screen is popped.
Checked 2026-10-02
Screen Pop is only available for inbound calls.
- Vendor
- Cisco
- Product
- Webex Contact Center for Salesforce
- Subsystem
- Salesforce softphone layout screen pop
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- Version 2 connector, current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Integrate Webex Contact Center with Salesforce (Version 2-New) — Cisco · tier 2 current vendor documentation · Screen pop section (note)
Cite this note
APA
WarmTransfer. (2026, October 2). Troubleshooting Webex Contact Center screen pops and empty CAD variables: source note wxcc-screen-pop-troubleshooting-sf-inbound-only. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-screen-pop-troubleshooting-sf-inbound-only
BibTeX
@misc{warmtransfer-claim-wxcc-screen-pop-troubleshooting-sf-inbound-only,
title = {Troubleshooting Webex Contact Center screen pops and empty CAD variables: source note wxcc-screen-pop-troubleshooting-sf-inbound-only},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-screen-pop-troubleshooting-sf-inbound-only},
note = {Source note wxcc-screen-pop-troubleshooting-sf-inbound-only, checked 2026-10-02}
}