Configure Layout

You can define, which fields should be displayed on the SoftPhone. This definition can be done with different settings for internal, inbound and outbound calls. You can not only display the name of the caller but also information like VIP status, turnover, service level agreement, language or other information.

 

Select: Setup > AppSetup > Customize > Call Center > SoftPhone Layouts

Cases

If you want to work with cases and assign a call to a case, you have to add the Case object for incoming and outgoing calls in the SoftPhone Layout.

 

Click on: Add / Remove Objects and select the Case object. Then ensure that the Case Number is displayed in the SoftPhone.

 

 

 

 

Internal Calls

To configure internal calls, you have to define the length of internal phone numbers in the configuration wizard

 

Within the SoftPhone Layout, select the call type: Internal

 

The next step is to assign the object, which should be used for the search. Select: User

 

The search within users will work for the fields Phone and Extension, but not for the field Mobile. Although it is possible to search in contacts, the search will provide wrong results - e.g. extension 212 calls and this would find an address with the phone number 212.827.1991

 

The calls are saved as an activity with the call type: Internal Call