Desktop App: Disable Inbound Call Popup -turn off popup to front of screen

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This conversation has been merged. Please reference the main conversation: Desktop App: disable inbound call pop-up notification

Account Type: Office
Desktop App Version: 7.3.1.16173
OS: WIndows 10

I currently use the desktop app along with the undocked HUD to monitor my staff and calls. As you can see from my screenshot, I have a total of three windows displaying when a call is inbound.

Problem: The notification window (farthest left in my screenshot) always pops up, it never remains stationary like the other two windows. I've tested the various settings in the desktop app and nothing seems to change this. At the moment I have "on top of other windows"  and "bring the application to the foreground" set to OFF. The fact that it pops up is a problem because I accidentally interact with it while I am typing.

Question: The popup issue aside, I noticed that the information given to me in the notification window is similar to the data shown on the desktop app itself (farthest to the right in my screenshot). Assuming I can just see the data in my desktop app under the 'calls' tab I wouldn't even have a need for the notification. However, when I turn off the 'notify my desktop app' feature I find that I don't receive the notification window OR the information in my desktop app.

Goal: To either find a way to stop the incoming call notification window from popping up or to stop the notification altogether if I can see the incoming call information in my desktop app (as shown in my screenshot).

 
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Brandon Scivolette, Champion

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Posted 4 years ago

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Kim, Alum

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Brandon, first off THANK YOU for the detailed information, organization, and screenshots! Awesome! This helps us. 

Question:  was this issue happening before you updated to Windows 10? or does it seem to be isolated to Windows 10? 
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Brandon Scivolette, Champion

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You are very welcome! I work with a software development team so I am "in the know"! The issue has been ongoing since the HUD release in June, I believe. I created a bug watch for it more than a month ago and was hoping that this new version would resolve it. I only just upgraded to Windows 10 last week, prior to that our office computers were on Windows 7, 8 and 8.1. The issue was the same on all computers.
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Brandon Scivolette, Champion

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Hi Kim,

That's not the correct order of windows in my screenshot. From left to right, my windows shown in the screenshot are:

Left: Incoming call notification (popup)
Middle: HUD (undocked)
Right: Desktop App/Softphone

Either way, my issue isn't with the inbound call notification (left window), it's the fact that I can't stop it from popping up on my screen. I've minimized it, moved it, etc but it continues to popup on every call. The other two windows (middle and right) remain stationary, they do not popup.
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Kim, Alum

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Correct, this is the current configuration for all inbound calls - it pops up on all inbound calls. I'll change this to a feature request. 
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Becky Woods

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This is a problem for my office, too. All 4 PCs have the same problem with the pop-up taking over the screen, accidental clicking, etc. Another user told me to uninstall the Softphone but I need it for faxing, etc.
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Kim, Alum

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There is no need to uninstall.  The popup to the front is how the Softphone is designed.  The is  a feature request for future development to add the ability to give the user the option to allow it to popup to front or not. 

Please like this topic on the upper right corner of your screen to add your vote. 
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Brandon Scivolette, Champion

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Hi Kim (and other RC staff),

As I mentioned previously I am in software development myself, notably the design and architecture. I want to be clear that I understand there are many components and factors in your software which ultimately make the popup window logical or necessary.  And, obviously, I am not involved in the development of your software so I can only provide my feedback as an end user. The practicality of my feedback is something your development team must determine.

As an end user and not a developer in this case, I do want to point out that I find the call data available in the softphone/desktop app redundant in relation to the popup. Since the issue here is the popup itself, why not just bring the incoming call notification into the softphone itself, thus eliminating the popup?

If you reference my initial screenshot above, I am suggesting that you bring the popup data (furthest window to the left) into the softphone (furthest image to the right). We can see that the softphone is already displaying much of the same information, so why is the popup necessary? 

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