Unaric Voice 

 

Inbound call

When a call comes in, the Microsoft Teams toast notification will be shown for a fraction of a second, disappear, and then signals the inbound call.

 

 

 

The caller ID is not visible in the toast notification. The caller with all details instantly appears in the CTI Data Connector SoftPhone.

 

You must answer (accept) the call in the Microsoft Teams App.

 

Once the call is active, the caller ID is displayed.

 

 

 

 

If you do not answer the call, the answering rules will be used, e.g. forward the call to another Microsoft Teams user.

 

Call Controls

 

The following options to control the call are available in

 

Salesforce

•Put the call on hold in Salesforce by clicking on the button and resume from hold with the button

•Blind Transfer

•End the call with the button

 

 

 

Microsoft Teams App

 

•Answer inbound call

•Reject the inbound call. It does not go to voicemail or any answering rule

•End the call

•Invite other callers to the call, e.g. another MS Teams user using the icon

•Call another Microsoft Teams user. The original call (landline call) will be put on hold. This function can also be used to briefly hold a consultation and then, if necessary, to connect further with Blind Transfer.

•Put the call on hold, transfer  or park the call by clicking on the three dots ...

 

 

 

•Invite other callers to the call, e.g., another MS Teams user using the

 

 

 

Presence State

An inbound call is not signaled in the Microsoft Teams App, if the Microsoft Teams presence state is Do Not Disturb , Presenting or Out of Office . The call is signaled in the CTI Data Connector SoftPhone, will be logged as missed call (if configured), and will appear in the call history list.

 

 

•Another incoming call is signaled  when you are on a call. Only if the presence state is Do Not Disturb or Presenting, no inbound call comes in. The second call will be handled by the answering rules.

•Presence states are not synchronized with Salesforce (coming soon)

 

Call History List Microsoft Teams

The call history list will show two entries

 

•The Mirage MS Teams Connector Bot

•The caller ID

 

 

 

 

Caller terminates call during ring state

If a caller terminates the call before the call was answered (ring state), you will get a message in the CTI Data Connector SoftPhone. Microsoft Teams will still show the call as ringing. You can terminate the call in the Microsoft Teams App.

 

 

 

 

Direct Extension calls redirecting rule

If direct extension calls are received while in a presence state such: DoNotDisturb, InACall, Presenting or, you decline a call, then you can select to redirect these calls to:

 

•To a MS-Teams User

•To a CTI Data Connector User with MS-Teams

•To a Phone Number

•To a Shared Voicemail

•To your MS-Teams Client Settings (rules)

•To a MS-Teams Call Queue

 

 

Reject a call

You can reject a call with the red button in the CTI Data Connector SoftPhone or in the Microsoft Teams App. The call answering rules will be used - e.g. voicemail. After rejecting a direct extension call, your status will switch to Do Not Disturb. This prevents getting more calls signaled.

 

You can also activate the below option in the Softphone, which will return you to your previous presence state instead of Do Not Disturb.

 

Second inbound call

If a call is active and a new call is signaled in the Microsoft Teams App, you can answer the new call in the Microsoft Teams App. This will place the first call on hold. In case the first call is terminated, the second call will be active. However the presence state for the second call could be wrong (not On a call).