FAQ

getting started & initial setup 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 docid\ oal4m8lytzegh98yeqosx 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 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 where can i find instructions for installing the unaric voice integration? for assistance with installation, you should contact unaric voice support handling calls 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 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 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 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 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 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 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 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 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 docid\ of uwe3e32lyjktrxnxkh 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 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 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