Incoming Calls
Incoming calls in Salesforce
When a new incoming call is received, the Salesforce CTI panel will go to the mode shown below:
An example of an incoming call
Furthermore, if the number is matches a contact held in Salesforce, the record for that contact will be opened on the right-hand-side. If this does not happen, check the following:
- You have "open contact automatically" enabled in your Salesforce options.
- You have an appropriate Salesforce subscription that permits CTI use.
- The number on the phone matches the number in the contact record, and you have it entered in the standard format for your country.
In the Salesforce CTI panel, there are two buttons for controlling the call:
- Answer - to answer the call and begin talking.
- Reject - to send the caller to voicemail.