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Use a Softphone in the Salesforce Console in Salesforce Classic

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Use a Softphone in the Salesforce Console in Salesforce Classic

A softphone in a console lets you view records related to phone calls, as well as receive, place, and transfer calls.

Required Editions

Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To view and use the softphone: Member of a call center

You can access a softphone if you're assigned to a call center.

  • Click SoftPhone button to display a softphone from the footer of a console.
  • Use the interaction log to write notes in call logs. A call log is an activity record that automatically generates when you use a softphone, and it tracks the phone number, caller, date, time, and duration of the call. You can view call logs in the Activity History related list of any record associated with the call.

Data doesn't always save properly when you: (1) Refresh your browser during a call; (2) use a softphone in multiple browsers simultaneously; (3) switch to a softphone in a browser without a console.

You can hide the softphone by clicking SoftPhone button, but you can’t move it away from the footer of a console. You can also resize the height of a softphone by dragging the bar on top of it. When you click End Call, any updates you've made to the interaction log are saved before the call ends.

See Also

 
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