Device management

Device management offers two main functionalities: Caller ID management for all user's devices and the ability to enable or disable specific devices for phone calls. Once a device is disabled, it will no longer make or receive phone calls. 

Call Waiting

Call waiting is a telephony feature that allows an agent to receive a notification of a new inbound call while he/she is connected to another phone call, providing the opportunity to answer the new call and hold the current one, answer the new call and end the current call or reject the new incoming call. If this feature is disabled, agents who are on an active call won't be notified of incoming calls, and the second call will be automatically rejected. 

Salesforce Click to Dial

Select from the dropdown the device to dial out from when using click to dial in Salesforce. Click here to find more about Salesforce click to dial.

Screen pop

Screen pop for Salesforce is a feature that automatically displays a record page in Salesforce when an incoming call is answered or an outbound call is initiated.

Known number:

For both Inbound and Outbound Calls that match with an existing number in PhoneIQ, you can choose between the following options from the dropdown menu:

Do Nothing - Screenpop is not fired.

Default Record - Shows the default Lead, Contact, Account, or Person Account record.

Newest Opportunity - Shows the newest related opportunity. If no match is found it shows the default record.

Newest Case - Shows the newest related case. If no match is found it shows the default record.

Related Account. - Shows the related account. If no match is found it shows the default record.

Unknown number:

For both Inbound and Outbound Calls that do not match with any existing number in PhoneIQ, you can choose the following options from the dropdown menu:

Do Nothing - Screenpop is not fired.

Create Contact - Displays the create contact field.

Create Lead - Displays the create lead field.

Create Account - Displays the create account field.

Create Opportunity - Displays the create opportunity field.

Create Case - Displays the create case field.

Enable when answering:

This checkbox enables screen pop in Salesforce when an inbound call is answered on a mobile device or desk phone. Users must be logged on to the PhoneIQ CTI in order for this to work since the OpenCTI API must be used.

Multiple match settings:

When the inbound call comes through a number that is found on multiple records, you can choose between:

Show search results in Salesforce - this will screen pop to a search results page that will display all the records with the incoming phone number.

Show the most recently updated record - this will screen pop to the most recently updated record.

Local Presence

Local presence allows agents to automatically present the best caller ID to callee’s based on the area code they are dialing and the phone numbers assigned to their account. Local presence increases connection rates by presenting a familiar phone number format to callees. Local presence is currently available only for the US & Canada and must be activated by the PhoneIQ administrator from the admin portal at an account level: Settings > Company Settings > Local Presence. Once done, the admin can manage this at a user level from the Users view.

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