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Salesforce SoftPhone

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Salesforce SoftPhone

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Salesforce SoftPhone

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Incoming calls are signaled in the salesforce SoftPhone on the left side of the screen.

 

SoftPhone

 

Depending on the call state, buttons are enabled or disabled e.g. to hold or end a call.

 

The fields, which are displayed on the SoftPhone , can be configured in the SoftPhone Layout

 

 

You can can type in a phone note (comment) which is automatically saved in the activity history including the call type (incoming / outgoing call) and call duration.

 

 

Call Result (Wrap Up)

After the call is terminated, you can benchmark the call by selecting a Call Result. This feature has to be turned on in the call center adapter configuration. It is saved with the phone note as an activity and is available for reporting . See Call Center Reports in salesforce.

 

 

 

 

 

 

For more information about the salesforce call center adapter search in the salesforce online help using the search term: call center adapter overview