Available with Summer Release 2025

 

Unaric Voice supports logging of calls as Salesforce Tasks, depending on your configuration and login status.

 

 

When is the checkbox shown?

The option "Do not log the Call in Salesforce" is only visible if:

•The setting "Show Option: Do not Save" is enabled in the MS-Teams Add-In configuration in Salesforce.

•You are either logged out of  the CTI Data Connector (Presence State "Logout") or logged out of Salesforce.

 

Note: Simply closing the Salesforce browser tab does not log you out. You must log out properly.

 

When can you use the checkbox?

This checkbox is visible in the Active Call Screen during the following call stages:

•Ringing

•Answer

•Dialback

•Hold

 

 

You can toggle the checkbox any time while the call is in progress.

 

The system will follow the state of the checkbox at the moment the call ends to decide whether to log the call.

After the call the checkbox will be set to default: unchecked = Logging in Salesforce is active

 

 

 

How Call Logging Works Based on Salesforce and Unaric Voice Login Status

This section explains how calls are logged to Salesforce based on whether you’re logged in or out of Salesforce and Unaric Voice.
It also highlights important behavior to ensure your calls are saved correctly.

You are logged out of both Unaric Vocie and Salesforce

If Salesforce is configured to allow saving calls even when logged out of Salesforce (Config 1 = Saving lost calls in queue, Config 2 = Saving Inbound Call while Logged Out of Salesforce), the system will automatically log your call using backend (ACD service).

 

You are logged out of Unaric Vocie but logged in to Salesforce

•The Salesforce softphone will handle task logging.

•Important Limitation: If your Salesforce tab is idle, it may not log the call. So agent should stay active in Salesforce during calls to ensure proper task logging.

 

You are logged into both Unaric Voice and Salesforce

•The checkbox Do not log the Call in Salesforce is initially hidden in Unaric Voice.

•Salesforce will handle task saving automatically.

•If you log out of Salesforce, the checkbox will appear in Unaric Voice.

•Even if the checkbox is hidden, the system will still save the call if an ACD task URL is available.

 

You are logged into Unaric Voice but logged out of Salesforce

•Unaric Voice takes over call logging.

•Salesforce settings (Config 1 = Saving lost calls in queue, Config 2 = Saving Inbound Call while Logged Out of Salesforce) won’t affect this. Unaric Voice manages task saving independently.

User will be considered logged out of Salesforce if,

ohe logs out from his Salesforce org. In this case, Presence State User Logout Check should be enabled. This will inform Unaric Voice to take over call logging.

oOr if he wants to use Salesforce, and just not receive call: Select "Logout" presence state in Salesforce softphone.

 

What happens if you briefly open Unaric Voice?

•Once Unaric Voice is opened/focused, the system marks you as logged in to it.

•If you later receive a call when Unaric Voice is in the background, you cannot change the checkbox in the other tab. You have to go to Unaric Voice for changing the checkbox, and immediately the Checkbox info will pass to ACD API for log or not log the call in Salesforce.

•In this case, the system uses your default setting (from Salesforce scheduler) to decide if the call should be logged.

•If Unaric Vocie is never opened: The system treats you as logged out, and no tasks will be logged from Unaric Voice.

 

Summary for Users

 

 

Tips for Users

•Keep the Salesforce tab active to ensure call logs are created.

•If you're unsure whether your calls are being logged, verify the checkbox state in Unaric Voice.

•Ask your admin about your default call logging preference ("Do not log" setting).