By default, PhoneIQ will automatically start every time you open Salesforce in a browser tab. This happens because Salesforce has a feature enabled by default called "Start automatically" on Utility Items. This means that every time you open a new Salesforce tab or reload the existing browser tab, the CTI will automatically launch.

PhoneIQ has a built-in mechanism that will auto-logout a user once a new session is detected, thus if the CTI automatically fires on a new tab, it will automatically logout a user from their current session. This can cause calls in progress to be dropped or the CTI to start looping between tabs.

To prevent this from happening, you can either use only one Salesforce tab on your browser leveraging console apps like Sales Console, Service Console, etc., or you can disable the "Start Automatically" feature for the CTI.

Disabling the Start Automatically feature on your Salesforce CTI:

Step 1.

Navigate to the Setup Page in Salesforce.

Step 2.

Type “App Manager” in the Quick Find box and select the “App Manager” option.

Step 3.

Search for the apps in which you want the softphone auto-login to disable for your users, click on the right-hand side drop-down menu and select “Edit.”

Step 4.

  1. Navigate to the “Utility Items” tab on the left side of the screen.

  2. Select "Phone" or "PhoneIQ".

  3. At the bottom of the page, uncheck the 'start automatically' option. After doing this, users will no longer be logged in automatically each time you open a new tab is opened or reloaded. Users will need to manually click on PhoneIQ in the Utility Bar to Launch the CTI.

NOTE: Only users that have been assigned to the “PhoneIQ OpenCTI” Salesforce Call Center will be able to view the PhoneIQ softphone on their Utility Bar (only on the apps where the softphone has been enabled).

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