New Console Tab vs New Browser Window in Salesforce

[jeffsumm]

I am helping get a call center live on 3CX. They are using Salesforce Service Cloud (I have implemented Salesforce without issue as I do that professionally).

But the issue we have run into is that new calls are coming in to the users as a new BROWSER tab vs a new (Salesforce) Console Tab. Does anyone know how you can change that behavior?

Here's an example of the agent working on ONE Call:


But if another call comes in, rather than loading a new tab within the Salesforce Console, it creates a whole new browser tab.



The agents are all using the Chrome extension.

PS - Apologies on the screenshots - the client sent them to me.

 

[edossantos]

This is the behavior by design and can't be changed. The Web Client / Chrome Extension launches the Contact URL in a new browser tab because we're not running anything inside Salesforce, so we can't launch it inside the existing tab. This is how it works for all the integrations we support, we just ask the browser to show the URL of the contact, which we obtain through the CRM REST API.