My problem is that none of my employees like the Ringcentral for Salesforce app. Why? Because if they are in the middle of setting up a case or job or opportunity and the phone rings it changes to the incoming contact page and they lose all their work. Is their a way to set it up so a call opens a NEW tab with the contact?
This feature no longer appears to work - at least in lightning. We have the screen pops set to New browser window or tab, but it is still changing the current tab to the new record. It is quite frustrating!
The RingCentral for Lightning app has several issues if users have multiple tabs open. The
Related To drop down menu will not populate any records for the browser tab which answered the call, but this drop down menu will be populated in any other open Salesforce Lightning tab (but for whatever record page that tab has loaded). Having the records populate the related list based on the most recently active browser window could solve this issue.
Based on the details you provided, I believe you are encountering an expected behaviour of the App.
The Call Match is being pulled based on the entity you have navigated to which varies between different browser tabs. Looks like in your call scenario there is no match for an entity based on the phone number. This is an expected behaviour. We could consider enhancing the App to reflect the record based on the latest navigated tab which would need us to do technical and business feasibility analysis.
If you believe that there should be records matched based on phone number and it does not show up correctly, please open a RingCentral support case.