--- title: FAQ slug: voice-for-microsoft-teams-legacy/faq icon: {"faIcon":"fa-solid fa-circle-question"} createdAt: 2025-09-19T23:50:27.146Z --- :::hint{type="warning"} 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](https://docs.unaric.com/unaric-voice-for-ms-teams). ::: ## Getting started & initial setup :::ExpandableHeading ### ***What is the Unaric Voice integration for Microsoft Teams?*** 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 **[Overview](docId\:OaL4m8LyTzEgh98yeQosX)**. ::: :::ExpandableHeading ### *What are the first steps I need to take to set up the integration?* 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](docId\:ChQtxFLK8ZfDw3Q5G5oE0). ::: :::ExpandableHeading ### *How do I get the Unaric Voice Add-In on my mobile device?* 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](docId:_qL4-moI9__Mq5SAS14dv). ::: :::ExpandableHeading ### *Where can I find instructions for installing the Unaric Voice integration?* For assistance with installation, you should contact Unaric Voice support. ::: ## Handling calls ::::ExpandableHeading ### *How do I make an outbound call?* 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. :::hint{type="info"} 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](docId\:v2BhvPUd0HxXKg5fYrgDE). :::: :::ExpandableHeading ### *What happens when someone calls me?* 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](docId\:cKIwewWx3ZOeBApLCgAQj). ::: :::ExpandableHeading ### *Can I see a person's name before I answer the call?* 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](docId\:giCfRfJi1DrGKh_1wZRoA). ::: :::ExpandableHeading ### *Is there any experience difference for answering with a physical phone vs. answering on desktop?* 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](docId:_qL4-moI9__Mq5SAS14dv)). Your experience will be exactly the same whether you use a physical phone or a desktop application. ::: ## Call logging :::ExpandableHeading ### *How are my calls logged in Salesforce?* **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](docId\:bGKgC5cf6gglm87pfD5AR). ::: :::ExpandableHeading ### *Can I prevent a specific call from being logged in Salesforce?* 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](docId\:bGKgC5cf6gglm87pfD5AR). ::: ## Managing availability & unanswered calls :::ExpandableHeading ### *What happens if I can't answer a call? How do I ensure it's forwarded properly?* 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: 1. In the Unaric Voice Softphone, go to the **Inbound** tab and check **Enable Call Answering Rules**. 2. Set the number of seconds to wait before redirecting. 3. 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](docId\:of_uwE3e32LYjKTRxnXkH). ::: :::ExpandableHeading ### *How does my availability status in Teams (e.g., 'Busy,' 'Do Not Disturb') affect incoming calls?* 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](docId\:AX6fY01nd7D1F3YQmZRJO). ::: ## Call queues for service teams :::ExpandableHeading ### *How do our customer service teams use call queues to manage client inquiries?* 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](docId\:F8N_7FJA50ImjxwoDA64O). ::: :::ExpandableHeading ### *Can I make an outbound call to a client using my department's main phone number instead of my direct line?* 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](docId\:F8N_7FJA50ImjxwoDA64O). :::