Prevent Task from Auto-Opening After Call Disposition in Zoom CTI Integration with Salesforce

[SeanGrove]

Hello,

We are currently using the Zoom CTI integration with Salesforce for our call center operations. After each call, a task is automatically created in Salesforce when the call is dispositioned, which is great. However, the task automatically pops up on the screen, interrupting the flow for our reps as they need to manually close the task window before they can make their next call.

We want the task to be created as expected but would like to prevent it from automatically opening and disrupting the workflow. Is there a way to:

1. Ensure that the task is still created after call disposition.

2. Prevent the task from automatically opening in Salesforce after it's created, allowing the reps to continue working without the interruption.

Any guidance or suggestions on how to configure this behavior would be greatly appreciated. Thank you!

[sworthington]

Hello, did you find a solution for this? We've run into the same issue with our integration.

[SeanGrove]

No solution, Ive also been made aware that when using click to call from a listview it opens the lead or opportunity record, so it exacerbates the problem more. Hoping Zoom makes this optional through a setting but not sure where it would land in priority on thier development roadmap.

[sworthington · Accepted solution]

I found the setting in Zoom! Contact Center Management > Integrations > View Configuration Settings (for Salesforce Integration) > Edit Configuration (for Voice Channel Configuration) > Engagement Logging Settings (at the bottom) lets you keep "automatic activity/task creation" on but turn "screen pop activity/task record" off.

[SeanGrove]

Just made the adjustment and the screen pop ceased. I would have never thought to look here, only under the Zoom settings inside Salesforce. Thank you so much!