Salesforce Softphone Layouts

There are additional settings within Salesforce to control how the screen pop operates.

These settings can be accessed through the service settings for the Salesforce application.

1. Staying in the 'Setup' area, navigate to 'PLATFORM TOOLS\Feature Settings\Service\Call Center\Softphone Layouts'

   

2. Press the 'Edit' link next to the softphone layout

The softphone layout settings page should now be display. Changes can be made here to control:

• How and when the screen pop operates
• What call information should be displayed on Phone Manager
• What Salesforce record information should be displayed on Phone Manager

Note

For more information on these settings, please refer to Salesforce documentation.

Call Type

The call type selector allows the configuration on the reset of the softphone layout to be customized differently for each of the call types (Internal, Inbound & Outbound):

Switch between call types changes the settings that are displayed.

Call Fields

This section provides access to control which call information fields should be displayed on Phone Manager.

Note

Currently the order in which these fields are displayed is not configurable.

Record Types

This section provides control over which types of Salesforce records are searched/screen popped during a call.

Note

Phone Manager is limited to displaying the first 5 Salesforce records which are selected.

Record Fields

This section provides access to control which Salesforce record fields should be displayed on Phone Manager during a call.

Screen Pop Options

The screen pop section provides control over how a screen pop should be actioned and what should happen when there is a multiple contact match: