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Custom phone numbers and custom objects

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CTI Data Connector for Salesforce® allows you to add custom phone number fields in standard and custom objects and also include custom objects in the phone number search.

 

To dial from objects like opportunities or own custom objects there are 2 options:

 

add a formula field which makes a reference to a phone number stored in leads, accounts or contacts  (only outbound calls)

add a custom phone field in standard or custom objects (outbound calls and phone number search for inbound)

 

Using a custom phone field in a standard object

You can add a custom phone number field to any standard object like contact or case. The phone number field can be used for outgoing calls and it will also be included in the search for incoming calls.

 

Create a field of the type Phone

 

Custom phone field

Custom phone field

 

Write down the API name.

Add the API name in the call center adapter, option:phone fields of custom objects and custom phone fields of standard objects

In front of the API name the object name has to be added, e.g. contact.Phone_2__c

In case there are multiple custom phone number fields use a comma to separate it.

 

Configure the custom phone number in the Call Center Adapter 

Configure the custom phone number in the Call Center Adapter

Using a custom phone field in a custom object

In case you have own custom objects, e.g. insurance or patient record, you can add custom phone number fields. The phone number field can be used for outgoing calls and it will also be included in the search for incoming calls.

 

Create a field of the type Phone

 

 

Custom phone field in a custom object 

Custom phone field in a custom object

Write down the API name.

Add the API name in the call center adapter, option:phone fields of custom objects and custom phone fields of standard objects

In front of the API name the object name has to be added, e.g. Insurance__c.Business_Phone__c

In case there are multiple custom phone number fields use a comma to separate it.

 

Configure the custom phone number in the Call Center Adapter 

Configure the custom phone number in the Call Center Adapter

 

Now enable search for the custom object

 

Custom object - enable search 

Custom object - enable search

 

The last step is to add the custom object in the SoftPhone Layout. The first field must be a field with a name, e.g. patient name. This field will be displayed in the CTI Data Connector SoftPhone and it is used for the call history.

 

Add custom object to SoftPhone 

Add custom object to SoftPhone

 

In case you have a field with first name and last name, add a formula field Full Name. This field can then be used in the SoftPhone Layout

 

Formula for full name field

Formula for full name field

 

 

Using a formula field to dial

 

Note - Salesforce has disabled that functionality for security reasons in most setups.

 

A text formula can be used to add a hyperlink phone number field. This field can be used only for outgoing calls and the phone number search for incoming calls would still only search in the main object, e.g. accounts.

 

Create a formula field of the type text.

 

 

create formula text field

create formula text field

 

add formula

add formula

 

 

Add the following formula where account.phone is the phone number field you want to use to dial. In this example it is the phone number field from the account object. If you click on the button: Insert Field you can select all phone number fields which are available for this object.

 

This is an example how to add the account phone number in opportunities.

 

HYPERLINK("javascript:sendCTIMessage('/CLICK_TO_DIAL?DN=' + encodeURIComponent('"&(Account.Phone)&"') + '&ID=' + encodeURIComponent('" & Id & "') + '&ENTITY_NAME=' + encodeURIComponent('Opportunity') + '&OBJECT_NAME='+encodeURIComponent('"&Account.Name&"')+'&DISPLAY_NAME='+encodeURIComponent('Opportunity'))" , Account.Phone,"_self")

 

Explanation

Account.Phone = phone number which should be added to the object

Id = ID of the object where you want to add the phone number field. Can be retrieved with the button: Insert Field

Opportunity = name of the object where you add the phone number

Account.Name = name which is displayed in the CTI Data Connector SoftPhone when the call is active