Work with Salesforce During Calls

when a call is received or placed, unaric voice for teams can automatically identify the caller, open relevant records, and store call details for reporting and tracking phone tasks records after a call ends, the interaction is stored as a phone task in salesforce phone task records include several fields that store information about the call, such as call duration total call duration start time and end time hold duration dialled number or caller number queue information (if applicable) call notes you can add notes during or after a call to document the interaction the notes are stored within the phone task record once a call starts, the call notes field will appear in the unaric voice for teams call panel use this field to write down your notes from the conversation once the call ends, calls are automatically saved in the call's phone task record moreover, you can still add notes to ended calls and click the done button to confirm notes this will update the phone task record in case you are dealing with multiple calls, use the edit button to modify notes from previous calls and the done button to save them salesforce records interaction behaviours depending on your org configuration, unaric voice for teams can adopt different behaviours during incoming or outgoing calls, such as automatically open records, create new ones, or prompt agents to select the correct record behaviour description automatically opening contacts when a matching phone number is detected, salesforce automatically opens the associated contact record from which the agent can view the caller’s details this information includes contact details account information open cases or opportunities previous call history automatically opening cases salesforce can automatically open the most recent or most relevant case associated with the caller creating records from unknown numbers if the incoming phone number does not match an existing record, salesforce can automatically create a new record handling multiple matching records if a phone number matches multiple salesforce records, salesforce displays a search page for the agent to select the correct record