Overview

unaric voice for teams integrates microsoft teams calling into salesforce, allowing agents to manage calls and customer interactions directly from the crm why use unaric voice for teams? work from a single interface make and receive microsoft teams calls directly from salesforce without switching between applications work with customer records incoming calls can trigger reverse number lookup, allowing salesforce to identify the caller and open the related record to access customer information during calls keep record of interactions call activity is logged in salesforce as phone task records , allowing teams to track communication history generate reports on call activity stored call data can be used to create salesforce reports and dashboards to analyse call volumes and agent activity use cases integrate & enhance customer support 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 automate sales logging & note taking 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 operational analytics 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 main features make & handle calls make calls docid\ jdptdl6oiknawfnab75wa receive calls docid\ aym3sjwb7e8ldyzvfb8id manage active calls docid\ o7bllbanefjf4nto4dlf8 call queues & routing docid\ aptp j2xhvgyos ffgt6j work with salesforce during calls docid\ dzostbk4kw3168u5p3q2 automatically identify callers, open relevant records, and store call details presence states docid\ m8iqc3c2izehponq90twd synchronize user availability with microsoft teams call history docid\ xpvqi2tjbyk1eoisjawmt record call activity in salesforce as a phone task record including call details reporting & analytics docid\ daidrkadv5q 8ogxrrxyy build reports and dashboards with call data