Call Logging

the unaric voice ms teams add in can log calls as salesforce tasks the availability of this feature depends on your configuration and login status on salesforce and the app if you have not licensed the salesforce softphone, you are considered to be using the unaric voice add in standalone for call functionality as such, the unaric voice add in will always handle call logging, even if you are logged into your main salesforce session how it works in the microsoft teams add in, the do not log the call in salesforce checkbox works as a per call control unchecked → logging is active when the call ends, salesforce creates a task with the call details checked → logging is skipped no task is created the decision only applies to the current call; after the call ends, the checkbox resets to its default as such, it’s a per call override for the automatic logging behaviour that does not change your global logging settings this checkbox only shows up when the show option do not save setting is enabled in the add in’s configuration in salesforce you are logged out of the cti data connector ( presence state logout ) or logged out of salesforce and it’s visible during these call stages ringing answer (active conversation) dialback hold consequently, if you’re fully logged into both salesforce and the teams add in , you won’t see this checkbox unless you log out mid session call logging behaviour by login status salesforce ms teams add in who logs the call? logged out logged out logged out logged out acd service logs the call if salesforce config allows saving lost calls or inbound calls while logged out logged in logged in logged out logged out salesforce softphone logs the call calls may not be logged if the salesforce tab is idle the agent should keep the tab active logged in logged in logged in logged in salesforce softphone logs the call automatically the do not log the call in salesforce checkbox is hidden unless you log out of salesforce mid session, but the system will still save the call if an acd task url is available logged out logged out logged in logged in teams add in logs the call salesforce config settings for lost calls do not apply a user is considered logged out of salesforce if they log out of their salesforce org (requires presence state user logout check to be enabled so teams add in takes over logging) they select logout presence state in the salesforce softphone if you briefly open teams add in, the system marks you as logged in to it if you receive a call while the add in is in the background, you must switch to the add in to change the checkbox state changes are sent immediately to the acd api to log or skip logging the call if the add in is never opened, the system treats you as logged out and no calls will be logged from the add in