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Is it possible to disable the CTI-based screen pop for inbound calls for one (or more) specific users?

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Yes, you can create and assign (at the profile level) multiple Softphone layouts with different screen pop scenarios.

For profiles that should not have a screen pop, ensure the softphone layout has "Don't pop any screen" for each record matching option in "Screen Pop Settings": Designing a Custom Softphone Layout

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  • So, just to confirm, this can only be done at the Profile level, and not the specific user level (in a Perm Set, etc)...correct?
    – Bob Mount
    May 9, 2021 at 4:07
  • @BobMount that is correct. You'd have to put the specific users in their own profile(s). Or, you might be able to use a flow that closes itself, or navigates back (depending on "Screen pops open within"), using an embeded Aura Lightning component, and checking a custom permission on the current user, otherwise navigate to the matching record(s). But that's more than you asked and probably not a good UX. May 9, 2021 at 5:10

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