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CTI Data Connector 

Navigation: Make Phone Calls

Incoming Calls

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CTI Data Connector for Salesforce® offers a sophisticated caller identification.

 

 

 

 

Depending on the configuration, either the caller details are just displayed in the CTI Data Connector SoftPhone or a new TAB is opened and the lead, account or contact details are loaded.

 

If the caller cannot be identified see Assign a call how to link the call to a contact manually

About the overall functionality of the CTI Data Connector SoftPhone

Configuration - Only display caller info

To just display the caller data, configure in the SoftPhone layout:

 

Screen pops open within: New browser window or tab

Single-matching record: Don't pop any screen

 

You can at any time click on the Name to display the complete record.

 

 

Salesforce Classic

 

 

 

 

 

A green frame indicates an incoming call. If the caller can be identified, the account name and contact / lead name is shown.

 

 

 

 

 

 

Additional fields to display are configured in the SoftPhone layout  , option: If single Account, Contact, Lead found, display

 

 

 

 

 

 

 

 

 

Salesforce Lightning


 

 

Incoming call in Lightning

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additional fields to display are configured in the SoftPhone layout  , option: If single Account, Contact, Lead found, display

 

Duplicate records

In case the same phone number is stored in multiple objects, all objects are listed in the sort order defined in the SoftPhone Layout.

 

Select a record. It is automatically assigned to the call (see configuration: Automatically assign a call)

 

The sort order is only applied in Sales Classic but not in Service Cloud or Lightning

Configuration - Display caller info and open record in new TAB

To automatically load the caller details in a new TAB,  configure in the SoftPhone layout

 

Screen pops open within:New browser window or tab

Single-matching record: Pop detail page

 

A new TAB opens and the complete Lead, Account or Contact details are displayed.

Configuration - Display caller info, open record in new TAB and create a new case

See: Working with cases

Configuration - Display caller info, open record in new TAB and trigger a workflow

see configuration: Display caller info and open record in new TAB

in the Call Center Adapter set: Incoming / Outgoing call - create activity at start of a call and save automatically (Y/N)

use a validation rule to trigger the workflow