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Gary WGary W 

Prevent popout of phone utility in lightning

The phone utility can be popped out by default, which causes problems with our CTI adapter. How can we configure this to disable the popout control?

I've looked over the following docs on how this could be disabled: https://help.salesforce.com/articleView?id=sforce_api_console_lightning_utility_popout.htm&type=5
I've also found the following idea which is marked as delivered: https://trailblazer.salesforce.com/ideaView?id=0873A000000U06TQAS

Our Salesforce call center is configured with our providers CTI adapter referenced in the 'CTI Adapter URL' field. I'm not able to find any visualforce pages or lighting web components to customise this popuout behaviour on.

Can someone please point me in the right direction?
VinayVinay (Salesforce Developers) 
Hi Gary,

Use the lightning:utilityItem interface in your component and set the supportsPopOut attribute to false to disable pop-out.
<aura:component implements="lightning:utilityItem">
    <aura:attribute name="supportsPopOut" type="Boolean" default="false" />

Review below documentation


Hope above information was helpful.

Please mark as Best Answer so that it can help others in the future.

Vinay Kumar
Gary WGary W

Hi Vinay,

I've looked over that article, but as I mentioned, there is no lightning component to modify with the supportsPopOut attribute. Is there an alternative way to access the lightning component that is used here?

VinayVinay (Salesforce Developers) 
Try to check logs and see if there is any custom component being invoked.

Gary WGary W
Which logs are you referring to? Can you please provide some more information on using these logs?
VinayVinay (Salesforce Developers) 
Try to set debug logs and replicate the scenario and if you do not find any check browser logs (https://help.salesforce.com/articleView?id=000340135&language=en_US&type=1&mode=1).