Unaric Voice 

An internal call is identified by the length of the phone number.

 

Outbound internal call

To make an outbound internal call you can either type in the internal phone number or search by first or last name. A search in the Salesforce user list (internal phone book) is done. This option is only available if there is no active call.

 

The search result shows

 

•User Name

•User extension

•User presence state (if enabled). If the presence state for this user is disabled, a grey icon is displayed)

•User profile image

 

The presence state is shown next to the name.

 

 

 

Only users with an an extension number in the user record will be displayed in the internal phone directory search.

 

 

 

To include users without a Salesforce license in the internal phone book search, add these users using a free chatter license.

Inbound internal call

It is always signaled so that the call be answered within the CTI Data Connector SoftPhone. The internal call has the following restrictions

 

•A phone note,  call wrap-up or follow-up options are not available

•For inbound call no phone search is done

 

 

 

 

 

By default, internal calls are not saved but there is a configuration to create an activity for an internal call..