For the Salesforce connector to show the name of a found record, the Softphone Layout for that record type must include the Name field.
Checked 2026-10-02
In order to display the name of a found record in the connector, the Softphone Layout for the given record has to contain the Name field.
- 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-name-field. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-screen-pop-troubleshooting-sf-name-field
BibTeX
@misc{warmtransfer-claim-wxcc-screen-pop-troubleshooting-sf-name-field,
title = {Troubleshooting Webex Contact Center screen pops and empty CAD variables: source note wxcc-screen-pop-troubleshooting-sf-name-field},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-screen-pop-troubleshooting-sf-name-field},
note = {Source note wxcc-screen-pop-troubleshooting-sf-name-field, checked 2026-10-02}
}