Overview

When a call comes into a Microsoft Teams call queue, Unaric Voice for Teams allows agents to handle the interaction entirely within Salesforce. The app performs an automatic reverse number lookup to identify the caller; if a match is found, it pops the contact record, displaying the caller's name and relevant details like open opportunities or cases. Agents can use presence-based routing to ensure they only receive calls when their Teams status is Available, and they can use call controls for blind or attended transfers to other internal experts or external numbers.

For sales representatives, Unaric Voice for Teams automates the administrative work of logging calls. During a live conversation, an agent can type notes directly into the Unaric Voice for Teams client. Once the call ends, these notes—along with detailed metadata such as talk time, ring time, and start/end timestamps—are automatically saved to a Salesforce phone task. This ensures a complete chronological history of interactions is maintained for every lead or contact without manual data entry.

Managers can use the data Unaric Voice for Teams logs into Salesforce custom fields to generate reports and dashboards. This data can be valuable to optimize staffing levels, monitor agent performance, and track customer experience.