FAQ
This documentation corresponds to the legacy version of Unaric Voice for Teams. The documentation for the current version is located at Unaric Voice for Teams.
Getting started & initial setup
The Unaric Voice integration connects Microsoft Teams with Salesforce, allowing you to manage calls and automatically log them as Salesforce Tasks. This is useful for keeping client interaction records up-to-date, especially when working remotely or on the go, since the integration works with both on-premise and cloud telephone systems.
Unaric Voice is also referred to by its legacy name, CTI Data Connector. For more details, see OverviewOverview.
While your Salesforce administrator may have pre-configured some settings, you should verify the following:
- Match your email address: Your Salesforce email must match your Office 365 email. If they don't, you must manually enter your Office 365 email in the CTI Data Connector softphone settings.
- Link your telephone number: To ensure inbound client calls are signalled correctly, you need to copy the "Also Ring number" from the MS Teams tab in the Unaric Voice Softphone and add it to your call settings within the Microsoft Teams app under "Calls ring me" > "Also ring".
For more details, see Initial Setup.
After the app has been installed for your organization, you can add it to your Teams mobile app by tapping the More button (three dots), selecting to add apps, searching for "Unaric Voice," and adding it.
For more details, see Microsoft Teams Add-In.
For assistance with installation, you should contact Unaric Voice support.
Handling calls
You can initiate outbound calls from several places:
- From Salesforce: Click a phone number on a record. A Microsoft Teams toast notification will appear, and you must click the call icon in the Teams app to start the call.
- From the Unaric Voice Add-In: Use the dial pad in the Add-In to enter a number and start the call.
- From Call History: In the Add-In's history, hover over an entry to show the green Call button to redial.
In all cases, calls are handled through a bot. After initiating a call, the bot will invite you to join; you must accept this invitation in the Teams pop-up to connect.
For more details, see Outbound Calls.
When you receive a call, you will see notifications from both Microsoft Teams and the Unaric Voice Add-In.
- The Unaric Voice modal will show the caller's name (if known from Salesforce) or number.
- The caller ID will only be displayed in the main Microsoft Teams call window after you accept the call.
- You must accept the call from the standard Microsoft Teams pop-up, not from the Unaric Voice modal.
For more details, see Inbound Calls.
Yes, you can enable caller name display for inbound and outbound calls once the call is connected. To do this, you must either:
- Add the caller's name and phone number as an Outlook contact.
- Import contacts from Salesforce into your Outlook contact folder. This can be done using Einstein Activity Capture or by configuring Salesforce to sync only your contacts with Microsoft 365.
Once enabled, the caller name will appear in the MS Teams call window and in your call history.
For more details, see Caller ID & Display.
No. The Unaric Voice integration does not interact with the hardware or interface of any physical desk phone (except for mobile devices using the Microsoft Teams Add-In). Your experience will be exactly the same whether you use a physical phone or a desktop application.
Call logging
Calls are automatically logged as Salesforce Tasks, which include call details on the related contact record. The logging behaviour depends on your login status across Teams and Salesforce:
- Logged into both: The Salesforce softphone logs the call automatically.
- Logged into Teams, but logged out of Salesforce: The Teams Add-In takes over and logs the call.
- Logged into Salesforce, but logged out of Teams: The Salesforce softphone logs the call, but the Salesforce tab must remain active.
For more details, see Call Logging.
Yes. If your administrator has enabled the feature, you will see a checkbox labelled "Do not log the Call in Salesforce" during a call. Checking this box will skip creating a Salesforce Task for that specific call only. The setting resets after the call ends. Moreover, this checkbox is only visible when you are logged out of Salesforce or the Salesforce softphone.
For more details, see Call Logging.
Managing availability & unanswered calls
Call answering rules must be configured in the Unaric Voice SoftPhone, not in Microsoft Teams itself. These rules apply to inbound calls you do not answer within a set number of seconds. To set them up:
- In the Unaric Voice Softphone, go to the Inbound tab and check Enable Call Answering Rules.
- Set the number of seconds to wait before redirecting.
- Choose a redirection option. Options include forwarding to another MS Teams user, a user with an Unaric Voice licence, a shared voicemail box, or any phone number.
For more details, see Call Answering Rules.
Your presence state is synchronized between Salesforce and Microsoft Teams and determines call handling:
- 🟢 Available / Online: You receive all calls.
- 🔴 Busy / In a Call: You can still receive a second inbound call on your direct line, which will be handled by your answering rules.
- ⛔ Do Not Disturb / Presenting: You will not receive notifications for any inbound calls. Missed calls during these states are still logged in your call history but not as Salesforce Tasks.
For more details, see User Presence State.
Call queues for service teams
Call queues distribute incoming calls to a group of available agents. You can activate or deactivate your participation in queues via the Settings > Calls menu in Microsoft Teams.
- If you are a member of multiple queues, you may see several calls signalled at once, allowing you to prioritize.
- When you accept a queue call, your status changes to In a Call, and you will not receive calls from other queues.
- If you reject a queue call, it is immediately offered to the next available agent.
For more details, see Queues.
Yes. In the Unaric Voice SoftPhone, you can see a list of outbound numbers available for the queues you are a member of. You can select a queue phone number to make an outbound call, even if you are not currently logged into that queue.
For more details, see Queues.