When an incoming call is received through the MicroSIP desktop application, BoldDesk may temporarily lose focus. This occurs because MicroSIP brings its incoming-call notification window to the foreground and makes it the active application.

As a result, the cursor may move away from the area you are currently working in within BoldDesk, interrupting ongoing tasks.

This behavior can affect any active input area in the Agent Portal, including:

• Chat conversations
• Ticket reply editors
• Private note editors
• Form fields
• Search fields
• Other editable areas

Cause

When MicroSIP receives an incoming call, it may display a notification window that becomes the active foreground window. Since MicroSIP becomes the active application, the currently selected input field in BoldDesk loses focus until you return to the browser window.

Recommended Actions

If this behavior affects your workflow, review the configuration options available in your MicroSIP installation.

You can:

• Review MicroSIP settings related to incoming-call notifications and popup behavior.
• Check whether your MicroSIP version includes options to prevent notification windows from taking focus.
• Refer to the official MicroSIP documentation for available notification and window behavior settings.
• Update to the latest supported version of MicroSIP, if applicable.
• Contact MicroSIP support for assistance with incoming-call notification configuration.

Frequently Asked Questions

1. Why does BoldDesk lose focus when a MicroSIP call comes in?
   MicroSIP brings its incoming-call notification window to the foreground and becomes the active application. As a result, the active input area in BoldDesk loses focus.

2. Is BoldDesk causing the focus change?
   No. The focus change is triggered by MicroSIP when its incoming-call notification window becomes the active window.

3. Does this issue affect only the Chat editor?
   No. The behavior can affect any active input area in BoldDesk, including:

   • Chat conversations
   • Ticket reply editors
   • Private note editors
   • Form fields
   • Search fields
   • Other editable areas within the Agent Portal

4. Does this behavior occur only in BoldDesk?
   No. The same behavior can occur in any application that is active when MicroSIP receives an incoming call and displays its notification window.

5. Can I prevent this behavior from BoldDesk?

No. BoldDesk cannot control how third-party desktop applications manage focus or foreground windows.

6. How can I reduce interruptions caused by incoming-call notifications?

Review the settings available in your MicroSIP installation to determine whether the incoming-call notification behavior can be customized. If the required option is unavailable, contact MicroSIP support for further assistance.