When calling a record using the PhoneIQ CTI from within Salesforce, while viewing another object (e.g.: a case) the call can now be automatically related to the object in focus.

For example, if you call a Contact from a Case using the Click to Dial functionality, the resulting task from the outbound call will be automatically related to the case.

clickToDial

This can be changed either from the admin panel or the end-user app.

User app - Salesforce CTI

  1. Go to your user app and select "Phone" from the left panel.

  2. Select the tab "Call Handling" and scroll down to the "Click to dial" section. On the dropdown "Click to dial settings", select the preferred option

Admin dashboard

  1. Go to the admin dashboard and select Location > Users.

  2. Select the user you want to change this setting for and head to Advanced settings and scroll down to the "Click to dial" section. On the dropdown "Click to dial settings", select the preferred option.


Relate calls automatically to objects using URL's: Use the page in focus of the current record to log the call.

Relate calls automatically to objects using the phone field: Relates the call automatically to the object who owns the phone field used to initiate the call with click to dial.

Relate Calls automatically to objects using URL's (outbound/inbound):

  • If an outbound call is made to a record using PhoneIQ CTI from within Salesforce while viewing an object page the call will automatically be related to the object in focus when calling (only).

  • For inbound calls, the call will be related to the object in which you are positioned at the time the call ends. Example, you receive a call and after answering you look for a particular case within Salesforce, and by the time the call ends, it will be related to this last object in focus.

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