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Answer a Call Using a Softphone
When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To answer calls with a softphone: | Member of a call center |
To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Service Cloud Voice.
You can tell that you have an incoming call if you see a flashing red button and the words “Incoming Call,” “Incoming Transfer,” or “Incoming Conference” next to the name of a phone line in your softphone.
Details about the call, if any, are displayed just above the Answer button, and typically include the phone number of the caller and the number that the caller dialed to reach you. When the caller's phone number can be matched with a number in an existing Salesforce record, a link to that record is also displayed. Likewise, if your call center prompts callers to enter an account number or other data before being connected with a representative, your softphone searches for records that contain that information and automatically displays links to matching results.
To answer an incoming call, you can:
- Click Answer in the softphone.
- Use your physical phone set to pick up the call.
When you answer a call, the Call Duration clock starts ticking, and your call center state is automatically set to Busy. If you do not answer the call, the system forwards it to another user and your call center state is automatically set to Not Ready for Calls.
If your softphone supports multiple lines and you answer Line 2 while speaking on Line 1, Line 1 is automatically put on hold.
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- Create Call Logs in the Softphone
Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report. - Put a Caller on Hold Using the Softphone
Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking. - Transfer a Call Using the Softphone
Transfer a call to another call center user or to an external phone number. - Make a Conference Call Using the Softphone
Initiate a conference call with another call center user or an outside phone number. - Wrap Up a Call Using the Softphone
End a call in Salesforce CRM Call Center.
