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
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
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Salesforce Lightning |
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Incoming call in Lightning
Additional fields to display are configured in the SoftPhone layout , option: If single Account, Contact, Lead found, display |
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
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.
See: Working with cases
•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