Salesforce app screen pop settings work in sandbox but not production

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Gleb Gladki asked Jun 15, '22 Suyash Joshi commented Jun 16, '22

Salesforce app screen pop settings work in sandbox but not production

We set up the RingCentral for Lightning in Sandbox with the following criteria and everything worked as intended. However, when using the same configuration in production, the pop up feature does not seem to work at all. If a call comes in, The RingCentral window does not show up at all, and none of the actions below take place. We've gone through the entire guide and compared settings with Sandbox and everything checks out. Here is the configuration we are using:

Screen pops open within: New browser window or tab

Edit No matching records: Pop to new Lead

Edit Single-matching record: Pop detail page

Edit Multiple-matching records: Don't pop any screen

ringcentral app salesforce

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Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

On MacOS: press "fn + command + f2" keys
On Windows: press "Ctrl + F2" keys

Answer 1 · 2022-06-16T14:33:20Z

Dan Buck answered Jun 16, '22 Suyash Joshi commented Jun 16, '22

These questions should be directed to RingCentral Support, as they have training on how to troubleshoot these sorts of questions/issues.

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Suyash Joshi ♦ commented · Jun 16, 2022 at 03:46 PM

HI @Gleb Gladki Here is support URL for opening support ticket : https://support.ringcentral.com/

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