Automatic Voice Call Linking with Click-to-Dial

How Click-to-Dial Linking Works

When a rep clicks a phone number on a record in Salesforce, Voice places the outbound call and automatically populates the Related Record field on the resulting voice call record. The voice call is linked to the record from which the call was initiated, so reps don't have to manually associate calls with records.

Supported Objects

Automatic voice call linking with click-to-dial is supported for these standard objects.

• Account
• Case
• Contact
• Lead
• Opportunity
• Work Order

Click-to-dial linking also works with custom objects. If a rep clicks a phone number on a custom object record, the voice call is linked to that custom object record.

Click-to-dial linking is also supported for contact roles on Case and Opportunity records.

Contact Role Linking

When a rep clicks a phone number on a contact role related list, Voice links the voice call's Related Record field to the parent record, not the contact role itself.

• If a rep clicks a phone number on a Case contact role, the voice call is linked to the parent Case record.
• If a rep clicks a phone number on an Opportunity contact role, the voice call is linked to the parent Opportunity record.

For example, if a rep is working on an Opportunity and clicks a phone number on a contact role associated with that Opportunity, the voice call record's Related Record field is set to the Opportunity, giving the rep a complete call history on the Opportunity record.

Note

• The automatic linking applies only to outbound calls initiated through click-to-dial. For inbound calls, use channel-object linking to associate calls with records.
• When a rep uses click-to-dial to transfer a call or add a caller, Voice initiates the transfer or conference. However, the automatic record linking behavior applies only to the original outbound call.